Do you ever get the feeling that you’re being watched????


S a provider of a service, you are open to scrutiny by all and sundry – eagerly watching to see if you meet or exceed expectations.  None more so than your friendly SLM.


So today – I give you the top 10 reasons why you do not want to be a Service Level Manager:


  1. You have to be able to talk geekish  and English (separate degree in itself)
  2. Noone ever offers to make you a coffee – and if they do – you know that there is an issue
  3. They give you a desk in no-man’s land – somewhere between, but not part of, the business and IT
  4. Your entire working life is using acronyms – SLA, SLR,UC etc…
  5. The moment you agree on something – you spend the rest of your life redefining and reagreeing
  6. You will always be the meat in the sandwich
  7. Suddenly the difference between 2 hours and 4 hours could be your job…
  8. Everyone looks at you like you are the enemy – and consequently not on anyone’s Christmas card list
  9. Even when it’s nit – it is ALWAYS your fault!
  10.  Noone really fully knows what you do!



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Till next time Cheers from the ITIL® Australia Team at The Art of Service