Service Level Management - a Practitioner's Guide

Service Level Management - a Practitioner's Guide, Second Edition offers a practical, experience-based approach to SLM.

This guide, written by members of the itSMF UK SLM special interest group, shows you the best way to design a service level management (SLM) roadmap and implementation project plan, compile a service catalogue, put together service level agreements, and much more.

Additionally, this book comes complete with a free CD packed with sample templates and supporting documents. You can tailor these templates to your specific needs using the advice and guidance in the book. No more reinventing the wheel!

This second edition of the book has been reorganised in line with feedback from itSMF UK's SLM roadshows. The templates on the accompanying CD have been fully revised, the section on service catalogues has been extended, and a new section on SLM small-scale implementation has been added.

Key Features & Benefits:

* Shows the best way to design a service level management (SLM) roadmap and implementation project plan, providing the reader with a step-by-step approach.

* Comes with a CD that contains templates of various different SLM documents. These can be tailored to your own needs, saving you both time and money

* Fully revised and updated.

* Includes a new section on small-scale SLM implementation, helping you to implement SLM regardless of the size of your organisation.