For nearly 15 years, The Art of Service has been the guiding light for those in pursuit of satisfying and fulfilling employment in IT.

This SLA Manager edition has been completely revised and rewritten and is designed to work in conjunction with the latest best practices. At the heart of this Guide's formula for your SLA Manager Role are five questions: Where does the SLA Manager's role fit, What does it mean to be or become a SLA Manager, How to be a SLA Manager, When is a SLA Manager successful and Why be a SLA Manager. This Guide has all the answers and sets you up, well on your way to finding, keeping and being successful in the job you really want.

This book is not filled with theoretical babble but practical and useful information, knowledge and experience!

Packed with time-tested advice, This SLA Manager Handbook works as a good companion for those just starting out in the "real world" as well as for those who are thinking seriously about a career change.

If you have ever worked in or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working.

It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the SLA Manager ladder.

This Guide is filled with Valuable hints, tips and guidance on how to successfully be a SLA Manager, it contains many forms, templates and checklists to get you going right away.

The Art of Service's Guides have helped thousands of people find truly satisfying work. This guide tells you how you process information, make decisions and interact with the world around you in your SLA Manager role - and shows you what works best. Then, using workbook exercises and real-life examples to highlight the strengths and pitfalls of the SLA Manager, it shows you step-by-step how to ensure the best results in the shortest period of time.