Service Level Management – a Practitioner’s Guide is part of a series of publications aimed at capturing the experience of the itSMF UK Special Interest Groups (SIGs) and making that expertise available to other service management professionals.
Written by practitioners, for practitioners, this book is based on the day-to-day working practices of the members of the Service Level Management (SLM) SIG, and offers a valuable insight into the approach taken by many different organisations today. Although you will clearly see the influence of ITIL, this book is not designed to follow any one specific source of good practice, and you will find differences within some of the SIG guidance provided here.
Since the first edition of the book in 2007, the SLM SIG has conducted two major and well attended public events, and used the feedback from these events, together with comment from the wider itSMF community, to update and refine the electronic templates and guidance provided. This second edition continues to gather the practical advice and guidance of SIG members which can be used to complement ITIL, ISO/IEC 20000, and other sources of good practice.
We would like to express our thanks for the significant effort expended by the SLM SIG members who authored and reviewed this book, and also to the attendees of the SIG events who made significant contributions to the templates, and to the Publications ESC members involved in the QA process.