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 1. Overview  
 What is Service Level Management?  
 Why use Service Level Management?  
 Who uses Service Level Management?  
 How Service Level Management works  
 What does Service Level Management cost?  
 2. Implementation guide  
 Define what needs to be done  
 Prepare to implement  
 Implement  
 Review the implementation  
 Implementation resources  
 3. Operations guide  
 What needs to be done?  
 When does it need doing?  
 Who does it?  
 Operational resources  
 4. Toolkit  
 Examples  
 Templates  
 5. Roles and responsibilities  
 Service manager  
 End-user representative  
 6. Review of Service Level Management  
 Recap of Service Level Management  
 Checklist  
Service manager
  • Is responsible for service level management
  • Is responsible for leading service and service level negotiations with end- users
  • Is responsible for publishing a service catalogue
  • Is responsible for publishing service level agreements
  • Is responsible for all underpinning contracts with other departments or third parties
  • Is responsible for producing service reports
  • Is responsible for reviewing service reports, internally in ICT and technical support and with end-user representatives
  • Convenes and chairs service review meetings




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