Service Level Agreements: A Framework on CD-ROM for Service Businesses (2003 Edition)

Andrew Hiles

ISBN 10: 1931332207 / ISBN 13: 9781931332200
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350 pages. 7.50x5.30x0.60 inches. In Stock. N° de ref. de la librería

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Sinopsis: SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR SERVICE BUSINESSES brings together the critical elements needed to build a Service Level Agreement. All you do is choose the plan elements you require, load them into a standard word processor, edit them to your specifications, and you're done! It's that simple. No programming experience required. SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR SERVICE BUSINESSES is easy to operate. It will save you days, weeks, possibly even months of valuable time. Now every IT Service professional can have effective SLAs!

SLA FRAMEWORK reflects the combined expertise and SLA development from over 50 man-years of consulting effort.


1. Model Service Level Agreement
2. Training and Development Service Level Agreement
3. Sample Service Level Agreement Escalation Procedure
4. Service Level Agreement for Reprographics
5. Agreement for Hardware Maintenance Installation and Support
6. Service Level Agreement Template for Shared Services
7. Shared Services Service Level Agreement for Services Provided by the Purchasing Department
8. Payroll Services Level Agreement
9. Public Affairs Service Level Agreement
10. Legal and Procurement Service Level Agreement
11. Legal Department Service Level Agreement
12. Invoice Processing and Cashiering Service Level Agreement
13. Human Resources Administration Service Level Agreement
14. Financial Services System Accounting Service Level Agreement
15. Expenses Services Level Agreement
16. Service Level Agreement - Maintenance
17. Internet Access Service level Agreement
18. Call Center Services Service Level Agreement
- Accountant Service Level Agreement Checklist
- Customer Satisfaction Survey



SERVICE LEVEL AGREEMENT FRAMEWORK ON CD-ROM FOR SERVICE BUSINESSES consists primarily of user files that run on standard word processing software such as Microsoft Word or Corel Wordperfect.

About the Author: ANDREW HILES is a founding Director of the Kingswell Partnership. Having commenced his management career with the Royal Air Force, he pioneered IT systems before leaving to take up a position within the Finance Department of London Transport. Subsequently in their Central Productivity Unit, he was a Senior Projects Manager and later became responsible for the business re-engineering function, implementing new services and several major technical projects. He left to take up a position with the Post Office as their first Business Systems Consultant with a rolling projects portfolio in excess of ten million pounds. Andrew then joined the AEA at the Harwell Laboratories where he managed the supercomputing, mainframe and other bureau and facilities management services. Andrew is a pragmatic consultant and trainer in the areas of Business Continuity Planning and Service Management, including Outsourcing and Facilities Management. He presents workshops and seminars on these topics for Frost & Sullivan (Europe), AIC (South Africa), CEL (Hong Kong), UPOM (Middle East) and other companies having also lectured at Ashridge, Cranfield, GEC Dunchurch and Henley Management Colleges in the UK

Andrew has over 15 years experience of business continuity planning. He is an international speaker on business continuity and contingency planning and has featured on conference programs in the USA, Europe and the Pacific Rim. He has broadcast on radio and TV. He has over 300 published articles on business continuity and edited the IBM GUIDE Disaster Recovery Manual. He is founder and Chairman of Survive!, the international user group for business continuity planning and was a founding Director of the Business Continuity Institute, the international body for certification of business continuity professionals.

Andrew has delivered service orientation and service management projects for blue chip companies and public bodies. He was a pioneer in the development and application of Service Level Agreements for IT and non-IT services.

Andrew is a Fellow of the Business Continuity Institute and a Member of the British Computer Society and of the Institute for the Management of Information Systems.

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Título: Service Level Agreements: A Framework on ...
Año de publicación: 2003
Encuadernación: CD-ROM
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