rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Service level manager
    sub title: careers in IT service management
  name:
    name part: Sansbury, John
    role:
      role term: creator
    role:
      role term: author.
  name:
    name part: BCS, The Chartered Institute for IT
    role:
      role term: issuing body.
  type of resource: text
  genre: bibliography
  origin info:
    place:
      place term: enk
    date issued: 2017
    edition: 1st edition
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: remote
    extent: 1 online resource (1 volume) : illustrations
  abstract: Service level management provides a framework in which IT services are defined, agreed upon and delivered. The role of service level manager is a critical one in that the agreements negotiated with customers should inform most if not all of the activities of the service provider. Rarely is this the case however, and there are many tripwires awaiting the inexperienced or unwary. This practical book is aimed at helping those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement. It covers areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role. Provides practical guidance on how to be successful in this high-profile and complex role; Gives an in-depth introduction to skills and competencies required; Essential reading for anyone wanting to advance their IT career; Part of a series on roles in IT. 'The real success of this book is that rather than talk in ethereal, theoretical terms it addresses the subject from a practical standpoint with usable suggestions highlighting the ‘how’ rather than just the ‘what’. This is a focus that so many books in the ITSM space are missing.' Chris Evans, ITSM Specialist
  note: John Sansbury.
  note: Includes bibliographical references and index.
  subject:
    topic: Information technology
    topic: Management
  subject:
    topic: Business
    topic: Data processing
    topic: Management
  subject:
    topic: Service-level agreements
  classification: HF5548.37
  identifier: 9781780172965
  identifier: 1780172966
  record info:
    record content source: UMI
    record creation date: 170818
    record change date: 20210111182135.0
    record identifier: 99370678594106441
    language of cataloging:
      language term: eng