Many organizations are looking to implement Service Level Management as a
way to improve the structure and quality of the business.
This document describes the contents of the Service Level Management
Guide. The information found within the book is based on the ITIL Version 2
framework, specifically the Service Level Management process within the
Service Delivery phase.
The guide is designed to answer a lot of the questions about Service Level
Management and provide you with useful guides, templates and essential, but
The supporting documents and assessments will help you identify the areas
within your organization that require the most activity in terms of change and
Presentations can be used to educate or be used as the basis for
management presentations or when making business cases for Service Level
The additional information will enable you to improve your organizations
methodology knowledge base.
A professional technical roadmap to designing, implementing & operating IT Service Level Management, with Service Level Agreement guidelines, objectives, KPIs, templates & other supporting documents & organizational resources.
The Leadership Scorecard (Improving Human Performance Series)
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