'The real success of this book is that rather than talk in ethereal, theoretical terms it addresses the subject from a practical standpoint with usable suggestions highlighting the ‘how’ rather than just the ‘what’. This is a focus that so many books in the ITSM space are missing.' -- Chris Evans
'Provides pragmatic guidance for both the new and seasoned service level manager. John Sansbury takes the reader beyond the theory and provides practical insights and advice about the role and responsibilities of the SLM. John’s relevant, actionable examples from his 20+ year career, along with his clear descriptions and real-world illustrations of how the service level manager works across all areas of an organisation make this book a great addition to the ITSM professional’s bookshelf.' -- Doug Tedder * Principal *

John Sansbury owns Infrassistance, a consultancy specialising in service management, is an ITIL practitioner, examiner, trainer, speaker, author and consultant as well as a Chartered IT Professional and Fellow of BCS. He is passionate about service management and has helped some of the world’s largest organisations improve the delivery of their IT services.