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Secrets of Service Level Management - A Process Owner's Guide, by Ami Nahari
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An ITIL process guide that describes how to plan for, design, transition, operate and improve service level management. With a practical focus and real-life examples, this book turns the theory of Secrets of Service Level Management (SLM) into practice. This publication illustrates how service level management interacts with the ITIL service lifecycle and includes real-life examples and experiences.
- Sales Rank: #2179500 in Books
- Published on: 2013-04-30
- Original language: English
- Dimensions: 8.50" h x 8.50" w x .60" l, 1.90 pounds
- Binding: Paperback
- 305 pages
Most helpful customer reviews
2 of 2 people found the following review helpful.
Finally an ITIL book that I can use!!!!
By Jim ServiceLevelMgmt
I have been working on SLAs for a while and always wanted to know more about the SLM process. All books and white papers that I had until now were theoretical and pretty much were definitions of terms.
I purchased this book to read about SLA structure and I was shocked to read about all other sub-processes of SLM. I learned a lot.
And most of all it was easy to read and to look up a topic.
Note - if you get this book, check out the chapter about service review... who knew....
Jim
1 of 1 people found the following review helpful.
Highly recommended
By jeff
I consult for call centers and wanted to learn more about service levels. The truth is that i was a bit overwhelmed by the amount of details. Once I got into it, I found it very helpful, and written in an easy to understand language. I recommend this for anyone in the same situation.
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