Description:

Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs).

This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Service Level Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.

The book starts with an initial strategy that is focused on planning Service Level Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for SLM. This book is realistic and lays the foundation for a successful implementation.

You will find this book to be one of the best for planning and implementing world-class Service Level Management.