Service Level Manager: Careers in IT service management (BCS Guides to IT Roles) by John Sansbury

Author:John Sansbury [Sansbury, John]
Language: eng
Format: azw3
Publisher: BCS Learning & Development Limited
Published: 2017-08-04T04:00:00+00:00

The core of your discussions will focus on the performance of the services provided, tasks and actions undertaken by IT since your previous meeting, and, in particular, where any of these have failed to meet the service level or the reasonable expectation of your customer. Therefore, you essentially need two pieces of information at your finger tips: statistics and measurements demonstrating the extent to which IT met the service levels and expectations; and explanations for any situation that caused a service level or expectation to fail, ideally together with the action IT is taking to prevent any recurrence.

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