store.theartofservice.com/service-level-management-complete-certification- kit.html
|
This Study Guide and Online Course access provides complete, coverage of all exam objectives for the Service Level Management in a systematic approach, …
|
store.theartofservice.com/the-service-level-management-and-sla-toolkit.html
|
You focus on defining the goals of your organization’s successful Service Level Management and let this toolkit guide you to the end result.
|
Service Level Manager:
- Must be senior enough to represent organization; with authority to do what is necessary
- Manages Service Catalog, SLAs and OLAs and ensures alignment of Underpinning Contracts
- Identifies and manages improvements to services and processes
- Analyzes and reports on Service Level Achievements.
Skills: Relationship Management, patience, tolerance, resilience and an understanding of the customer’s business and how IT contributes to the delivery of that product or service.
