The Complete Guide To IT Service Level Agreements, 3rd Edition

The Complete Guide To IT Service Level Agreements, 3rd Edition

Service Level Agreements (SLAs) are potenitally a strategic tool,

Align all support services (particularly IT) directly to business mission achievement. This book provides your organisation with the knowledge and tools it needs to be among the winners in the coming SLA revolution.


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The Complete Guide To IT Service Level Agreements: Aligning It Service To Business Needs, 3rd Edition

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.

Click here for the contents and some excerpts from this book.

If you'd prefer, we also offer this product as part of our SLA Starter Kit. The SLA Starter Kit contains essential tools and guidance materials to aid with the construction of effective Service Level Agreements (SLAs). Otherwise read on for more information on this book.


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.

Author: Andrew Hiles
Publisher: Rothstein Associates
ISBN 10: 1931332134
ISBN 13: 9781931332132
Pages: 278
Format: Soft Cover
Published Date: 2002
Availability: Ex Stock

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