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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  
End-user representative
  • Represents a particular user group or department
  • Is one of a number of end-user representatives ensuring full representation
  • Is aware of all services used by the group or department they represent
  • Has an understanding of the application and importance of the services used in their area
  • Receives service reports
  • Attends service review meetings or user groups
  • Is a point of escalation for ICT issues concerning other members of their group or department

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