The Complete Guide To It Service Level Agreements
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The Complete Guide To It Service Level Agreements
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Author : Andrew Hiles
language : en
Publisher: Rothstein Associates Inc
Release Date : 2002
The Complete Guide To It Service Level Agreements written by Andrew Hiles and has been published by Rothstein Associates Inc this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements and 2000 Second Edition.
The Complete Guide To It Service Level Agreements
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Author : Andrew Hiles, Hon FBCI, EIoSCM
language : en
Publisher: Rothstein Publishing
Release Date : 2016-06-01
The Complete Guide To It Service Level Agreements written by Andrew Hiles, Hon FBCI, EIoSCM and has been published by Rothstein Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-01 with Business & Economics categories.
Most suppliers lose around 16% of their customers each year. The reason? Poor service — whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome these gulfs. A Service Level Agreement can create harmony between parties and can prevent disputes between customers and suppliers. It can justify investment and identify the "right" quality of service. It can mean the difference between business success and failure. SLAs are potentially a strategic tool to align all support services (particularly IT) directly to business mission achievement. In the past, few organizations used them in this way. Armed with this book and the companion SLA FRAMEWORK, more and more businesses are now succeeding. Where are SLAs going? Increasingly business-focused. Increasingly measured in real-time. Simple documents that cover complex service infrastructures. Providing a competitive edge. Embracing penalties. The brave, who commit to tight SLAs and perform against them will win the commercial spoils. This book provides the knowledge and tools based on fifteen years of intensive development to ensure your enterprise is among the winners.
The Complete Guide To It Service Level Agreements
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Author : Andrew Hiles
language : en
Publisher:
Release Date : 1991
The Complete Guide To It Service Level Agreements written by Andrew Hiles and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Computer service industry categories.
Service Level Agreements By Andrew Hiles Hon Fbci Eloscm
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Author : Andrew Hiles, Hon FBCI, EIoSCM
language : en
Publisher: Rothstein Publishing
Release Date : 2016-06-01
Service Level Agreements By Andrew Hiles Hon Fbci Eloscm written by Andrew Hiles, Hon FBCI, EIoSCM and has been published by Rothstein Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-01 with Computers categories.
In an ideal business climate, all your service level agreements would align perfectly with business goals. Your company’s vision, definitions, requirements, and performance measurement would be clear. But in today’s fast-paced, complex world of outsourcing, you could use some help to make that a reality. Look no further! In A Rothstein Publishing Collection: Service Level Agreements, four key books by Andrew Hiles combine to help you achieve effective agreements. Andrew Hiles draws on decades of experience to guide you in achieving service level agreements (SLAs) that are not simply legal documents, but are strategic business-centric tools that can lead to enduring, satisfying, and profitable relationships between customer and supplier. In this four-book package, you will receive a step-by-step guide to designing, negotiating, and implementing SLAs in your organization: Service Level Agreements: Winning a Competitive Edge for Support & Supply Services The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs E-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and Outsourcing Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers These books include checklists, samples, statistics, and real-world case studies that will help you to: • Create clearly written SLAs that are unambiguous, comprehensive, and enforceable. • Balance service costs against quality for business advantage. • Provide the level of service that meets the expectations of customers and keeps them loyal. • Apply quality assurance techniques to the SLA to identify the right quality of service. • Prevent disputes between customers and suppliers. • Avoid catastrophic losses and day-to-day headaches.
The Complete Guide To Preparing And Implementing Service Level Agreements
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Author : Sheila Pantry
language : en
Publisher: Library Association Publishing (UK)
Release Date : 1997
The Complete Guide To Preparing And Implementing Service Level Agreements written by Sheila Pantry and has been published by Library Association Publishing (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Language Arts & Disciplines categories.
Service Level Agreements are being used increasingly in the ILS sector as a means of ensuring quality of service and value for money. This volume offers librarians and information managers practical, step-by-step guidance to constructing and implementing an SLA.
Service Level Agreements
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Author : Jimmy Desai
language : en
Publisher: It Governance Limited
Release Date : 2010
Service Level Agreements written by Jimmy Desai and has been published by It Governance Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Electronic books categories.
Buy the itSMF guide to service level management today! Service Level Management - a Practitioner's Guide, Second Edition ;offers a practical, experience-based approach to the subject matter. This guide shows you the best way to design a service level management (SLM) roadmap and implementation project plan, compile a service catalogue, put together service level agreements, and much more. Additionally, this book comes complete with a free CD packed with sample templates and supporting documents. You can tailor these ;templates to your specific needs using the advice and guidance in the book. No more reinventing the wheel. This second edition of the book has been reorganised in line with feedback from itSMF's SLM roadshows. The templates on the accompanying CD have been fully revised, the section on service catalogues has been extended. A new section on SLM small-scale implementation has added. Key Features © Benefits: Shows you ;best way to design a service level management (SLM) roadmap and implementation project plan. Providing you with a step-by-step approach. Comes with a CD that contains templates of various different SLM documents. These can be tailored to your own needs. Saving you both time and money Published by the itSMF - the representative body of the IT service management industry. Revised and updated with feedback incorporated from itSMF's SLM roadshows. Meaning this book is current and very up to date. Includes a new section on small-scale SLM ;implementation, meaning this book can help you implement SLM ;no matter the size of your organisation. Note: The ebook version does not provide access to the companion files.
Integrating Service Level Agreements
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Author : John K. Lee
language : en
Publisher: John Wiley & Sons
Release Date : 2002-10-02
Integrating Service Level Agreements written by John K. Lee and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-10-02 with Computers categories.
Service level agreements (SLAs) offer service providers a way todistinguish themselves from their competitors in today's volatile,hypercompetitive market. This book offers an innovative approachthat takes full advantage of current interface, automation, andInternet-based distribution and reporting technologies. * Addresses business-level SLAs, not just device-level SLAs * Describes a revolutionary approach that combines networkmanagement, service management, field service activities,entitlement, and rating with workflow automation technologies
Service Level Agreements
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Author : Andrew Hiles
language : en
Publisher: Rothstein Associates Inc
Release Date : 2000-06-30
Service Level Agreements written by Andrew Hiles and has been published by Rothstein Associates Inc this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-06-30 with Business & Economics categories.
Provides guidance on how to create enduring, satisfying and profitable relationship between customer and supllier by using service level agreements.
Service Agreements A Management Guide
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Author : Robert Johnston
language : en
Publisher: Van Haren
Release Date : 2006-09-09
Service Agreements A Management Guide written by Robert Johnston and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-09 with Education categories.
This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
E Business Service Level Agreements
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Author : Andrew Hiles
language : en
Publisher: Rothstein Associates Inc
Release Date : 2002-06-30
E Business Service Level Agreements written by Andrew Hiles and has been published by Rothstein Associates Inc this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-06-30 with Business & Economics categories.
Your customers don't care whether it is you, your ISP, ASP, or other outsourced provider who screws up - they just know they can't do business with you when they want to. All that matters is that your e-business is failing to deliver - and that you need to hold someone accountable. Meaningful Service Level Agreements (SLAs) are unambiguous, comprehensive, and enforceable. SLAs commit suppliers to a defined quality of service: failure to meet explicit service levels can result in penalties or even legal action. Spectacular losses often follow e-business outages, particularly when SLAs are not in force. The biggest hit is not necessarily loss of income or profit, but impact on stock values - especially when markets are skittish. Some losses have exceeded $40 million with stock values falling by 26%. This new book offers the keys to effective SLAs with Internet Service Providers (ISPs) and Application Service Providers (ASPs), which can go a long way toward averting catastrophic losses as well as day-to-day headaches.