(Download free pdf) Complete Guide to IT Service Level Agreements: Matching Service Quality to Business Needs (1999/2000 EDITION)






 | #9080642 in Books |  1999-09-01 | Original language:English |  11.00 x8.50 x.75l, | File Name: 0964164825 | 255 pages

||1 of 1 people found the following review helpful.| Really Helpful|By Cheshire|This books puts SLAs into a strategic context and a quality framework. It is also very pragmatic and contains really useful examples and shows why IT Service Level statistics often fail to reflect end user and customer experience and gives advice on how to avoid these measurement traps. I found the book both relevant and practical.|0 of 0 people|About the Author|Andrew Hiles is a Fellow of the Business Continuity Institute and a Member of the British Computer Society. Andrew was founder Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament's All-Party EU

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, comprehensi...


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