Service Manager Roles/Responsibilities f/Rollout : LUSENET : Service Level Management : One Thread

Anyone have case studies, best practices, or tips for planning an IT Wide Service Manager rollout. Specifically how you framed the approach, roles/responsibilities, and roadshow moving IT Groups from siloed application management to Service Level Management?

We are using ITIL foundations and CMM to present the case for a new service level mangement (plus the great book by RSturm, WMorris, and MJander--Foundations of Service Level Management).

-- Dawn Mular (Dawn.Mular@Sun.Com), December 09, 2002

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