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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 SLM into practice. Key Features: • Illustrates how service level management interacts with the ITIL service lifecycle, and the lifecycle of service level management itself Includes real-life examples and experience for service level management experts • Contains step-by-step guidance to enable practitioners to design and implement elements that support service level management • Written in an engaging style