This Study Guide and Online Course access provides complete, coverage of all exam objectives for the Service Level Management in a systematic approach,
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.

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