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| Author | : Sheila Pantry |
| Publisher | : Library Association Publishing (UK) |
| Total Pages | : 140 |
| Release | : 1997 |
| Genre | : Language Arts & Disciplines |
| ISBN | : |
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.
| Author | : Andrew Hiles |
| Publisher | : Rothstein Associates Inc |
| Total Pages | : 296 |
| Release | : 2002 |
| Genre | : Business & Economics |
| ISBN | : 9781931332132 |
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.
| Author | : Andrew Hiles, Hon FBCI, EIoSCM |
| Publisher | : Rothstein Publishing |
| Total Pages | : 1005 |
| Release | : 2016-06-01 |
| Genre | : Business & Economics |
| ISBN | : 1944480013 |
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.
| Author | : Andrew Hiles, Hon FBCI, EIoSCM |
| Publisher | : Rothstein Publishing |
| Total Pages | : 294 |
| Release | : 2016-06-01 |
| Genre | : Business & Economics |
| ISBN | : 1931332991 |
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.
| Author | : Gerardus Blokdyk |
| Publisher | : 5starcooks |
| Total Pages | : 310 |
| Release | : 2018-12-21 |
| Genre | : |
| ISBN | : 9780655517221 |
Is a network Service Level Agreement (SLA) in effect? Do you utilize the Service Catalog as the baseline to negotiate Service Level Agreements (SLAs) with the business? Who prepares the SLA? What does off-site mean in your organization? What PMO services are included in this SLA? This amazing Service Level Agreement self-assessment will make you the reliable Service Level Agreement domain visionary by revealing just what you need to know to be fluent and ready for any Service Level Agreement challenge. How do I reduce the effort in the Service Level Agreement work to be done to get problems solved? How can I ensure that plans of action include every Service Level Agreement task and that every Service Level Agreement outcome is in place? How will I save time investigating strategic and tactical options and ensuring Service Level Agreement costs are low? How can I deliver tailored Service Level Agreement advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Service Level Agreement essentials are covered, from every angle: the Service Level Agreement self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Service Level Agreement outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Service Level Agreement practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Service Level Agreement are maximized with professional results. Your purchase includes access details to the Service Level Agreement self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Service Level Agreement Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
| Author | : Jimmy Desai |
| Publisher | : It Governance Limited |
| Total Pages | : 0 |
| Release | : 2010 |
| Genre | : Electronic books |
| ISBN | : 9781849280693 |
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.
| Author | : Andrew Hiles |
| Publisher | : Rothstein Associates Incorporated |
| Total Pages | : 264 |
| Release | : 1999 |
| Genre | : Business & Economics |
| ISBN | : 9780964164826 |
| Author | : Richard E. Cascarino |
| Publisher | : CRC Press |
| Total Pages | : 156 |
| Release | : 2020-10-05 |
| Genre | : Computers |
| ISBN | : 0429644094 |
The Complete Guide for CISA Examination Preparation delivers complete coverage of every topic on the latest release of the Certified Information Systems Auditor (CISA) exam. The author is an IT security and auditing expert and the book covers all five exam domains. This effective self-study system features chapter learning objectives, in-depth explanations of each topic, and accurate practice questions. Each chapter includes exam tips that highlight key exam information, hands-on exercises, a summary that serves as a quick review, and end-of-chapter questions that simulate those on the actual exam. Designed to help candidates pass the CISA exam easily, it also serves as an ideal on-the-job reference. Richard E. Cascarino, MBA, CIA, CISM, CFE, CRMA, is well known in international auditing. Richard is a principal of Richard Cascarino & Associates. He has over 31 years’ experience in audit training and consulting. He is a regular speaker at national and international conferences and has presented courses throughout Africa, Europe, the Middle East and the USA. Richard is a Past President of the Institute of Internal Auditors in South Africa, was the founding Regional Director of the Southern African Region of the IIA-Inc. and is a member of ISACA, and the Association of Certified Fraud Examiners, where he is a member of the Board of Regents for Higher Education. Richard was Chairman of the Audit Committee of Gauteng cluster 2 (Premier's office, Shared Services and Health) in Johannesburg and is currently the Chairman of the Audit and Risk Committee of the Department of Public Enterprises in South Africa. Richard is also a visiting Lecturer at the University of the Witwatersrand, author of the book Internal Auditing: An Integrated Approach, now in its third edition. This book is extensively used as a university textbook worldwide. In addition, he is the author of the Auditor's Guide to IT Auditing, Second Edition and the book Corporate Fraud and Internal Control: A Framework for Prevention. He is also a contributor to all four editions of QFINANCE, the Ultimate Resource.
| Author | : Gerardus Blokdyk |
| Publisher | : 5starcooks |
| Total Pages | : 312 |
| Release | : 2019-08-27 |
| Genre | : Business & Economics |
| ISBN | : 9780655907206 |
What are standard financial penalties for violating downtime in a Service Level Agreement? Do your organizations service level agreements provide tenant remuneration for losses they may incur due to outages or losses experienced within your infrastructure? Have service level agreements been implemented between the service desk and its key customers? When should the service level agreements be created? if so, do they measure themselves for compliance with the agreement? This breakthrough Service Level Agreements self-assessment will make you the entrusted Service Level Agreements domain master by revealing just what you need to know to be fluent and ready for any Service Level Agreements challenge. How do I reduce the effort in the Service Level Agreements work to be done to get problems solved? How can I ensure that plans of action include every Service Level Agreements task and that every Service Level Agreements outcome is in place? How will I save time investigating strategic and tactical options and ensuring Service Level Agreements costs are low? How can I deliver tailored Service Level Agreements advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Service Level Agreements essentials are covered, from every angle: the Service Level Agreements self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Service Level Agreements outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Service Level Agreements practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Service Level Agreements are maximized with professional results. Your purchase includes access details to the Service Level Agreements self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Service Level Agreements Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
| Author | : Gerardus Blokdyk |
| Publisher | : 5starcooks |
| Total Pages | : 306 |
| Release | : 2019-09-06 |
| Genre | : Business & Economics |
| ISBN | : 9780655916697 |
Which process includes business, service and component sub-processes? When was the last time it worked as expected? What to optimize for? Are service credits an exclusive remedy? What is an SLA in the context of a website or organization? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Level Agreement investments work better. This Service Level Agreement All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Service Level Agreement Self-Assessment. Featuring 912 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Level Agreement improvements can be made. In using the questions you will be better able to: - diagnose Service Level Agreement projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Service Level Agreement and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Service Level Agreement Scorecard, you will develop a clear picture of which Service Level Agreement areas need attention. Your purchase includes access details to the Service Level Agreement self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Service Level Agreement Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
