EVENT FILMING | FEATURES | RESEARCH | HEAD TO HEAD | CASE STUDIES | ROUNDTABLE | BOOKSTORE
ONLINE BOOKSTORE
CUSTOMER FEEDBACK
TECHNOLOGY NEWS
ITSM
 IPTV
 Publications

Ken Turbitt Blog
Aidan Lawes Blog
Paul Gostick Blog
Dr Jenny Dugmore Blog
Shirley Lacy Blog
Alim Ozcan Blog
Juan Jimenez Blog
Ian Clayton Blog
Nas Ozcan Blog
Aidan Mills Blog



ITSM
The General Data Protection Regulation Benchmarking Survey
How are organisations facing the challenge of complying with the most radical overhaul of data protection laws in a generation?...
ITSM

Ten Strategic Technology Trends for Government
Technologies that enable new service models for digital government must be at the top of the list for government organizations as they prioritize technology investments...

ITSM

The Robots are Coming: Are CEOs Ready for the Era of Automation?
CEOs agree that robotics is going to make their companies more efficient, with 94% of those who've already adopted robotics saying that it's increased productivity in their business...

ITSM

The 2015 Chief Digital Officer Study
More companies are appointing a Chief Digital Officer to join their C-suite - but are they doing it quickly enough?...

ITSM

18th Annual Global CEO Survey
The United States has overtaken China as top target for growth for the first time in five years...




 News
26 November 2010 | Nas Ozcan Blog
Send to a colleague | Add to MY ITP

Should Service Level Managers Sell?
This week Nas asks if Service Level Managers should look for commercial opportunities as part of their role...

  Nas Ozcan

Many of us are familiar with the responsibilities that a Service Level Manager (SLM) should perform. Ensuring that the service level agreement is achieved, managing regular service reviews, generating service reporting, maintaining that the customer satisfaction is high, are just some of the examples that spring to mind. However are such responsibilities the only roles a SLM should do in order to be effective? What about generating revenue?

I believe the SLM should always be looking for commercial opportunities that will help their customers improve their services and grow their business. This in turn will help improve the revenue of the SLM’s employer/service provider, a win win situation in my opinion. I am not encouraging SLM’s to turn into money hungry salesmen that are ready to make a sale at any cost, but I do think an effective SLM should be proactive in selling services and technology that will benefit their customer.

Many people dislike selling or don’t know how to sell effectively and I can see this as being one of the challenges a SLM would need to overcome. Maybe this could be factored into ITIL course? Do you agree?

Feedback and comments are always welcome! 

Join the ITIL and ISO20000 LinkedIn group which has over 20,000 members

Join the PRINCE2 and MSP LinkedIn group which has over 5,000 members

To view Nas's LinkedIn profile click on this link.


Nas Ozcan Email to a colleague | Add to MY ITP

LOG IN
terms & conditions





MICROSOFT SEARCH ENGINES