The second edition of 'Service Level Management - a Practitioner's Guide' from itSMF UK's SLM Special Interest Group builds on the practical, experience-based approach to the subject matter offered in the first edition.
Covering SLM policy, service catalogues, service reporting guidance, service level and operational level agreements, process maturity assessment and much more, the new edition includes:
* updated templates on the accompanying CD
* a process RACI matrix - a real bonus if you're starting SLM from scratch
* an additional chapter on small-scale implementation.
Whether you are a large or small organisation, you will find information in this book to get you well on your way to implementing SLM.
£19.95
Price for an itSMF member:
£15.96
