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Rating: 
Summary: Really Helpful
Review:
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.
Rating: 
Summary: New Edition available
Review: (FROM THE PUBLISHER)The 2002 Third Edition of this book is now available, completely revised and updated. In the search box on this page, enter "1931332134" (the ISBN number) or " The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs" to order the newest edition.
Rating:
Summary: New Edition available
Review: (FROM THE PUBLISHER) The 2002 Third Edition of this book is now available, completely revised and updated. In the search box on this page, enter "1931332134" (the ISBN number) or " The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs" to order the newest edition.
Rating:
Summary: Excellent Tool for Service Level Agreements
Review: Considering all the emphasis being placed today on service level agreements, it's good to see a handy, easy-to-use tool for developing well-worded SLAs. Without a rock-solid SLA in place, users cannot be certain they will get the best value for money. This book makes it easy to understand SLAs and develop them. Recommended for all IT professionals!
Rating:
Summary: Excellent Tool for Service Level Agreements
Review: Considering all the emphasis being placed today on service level agreements, it's good to see a handy, easy-to-use tool for developing well-worded SLAs. Without a rock-solid SLA in place, users cannot be certain they will get the best value for money. This book makes it easy to understand SLAs and develop them. Recommended for all IT professionals!
Rating: 
Summary: Complete Guide to IT SLAs - Description and Contents
Review: 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. Be sure to check out SLA FRAMEWORK, a CD-based Service Level Agreement package. CONTENTS: 1: AN OVERVIEW OF SERVICE LEVEL AGREEMENTS: WHAT THEY CAN AND CANNOT DO 1.1 Introduction 1.2 Service Level Agreements: Definition 1.3 Serving the Business 1.4 Availability 1.5 Performance: Speed, Response and Accuracy 1.6 Security 1.7 Quality 1.8 Service Culture 1.9 But Why SLAs? CHECKLIST #1 SERVICE ORIENTATION 2: THE MEASUREMENT OF SERVICE AVAILABILITY AND QUALITY: KEY METRICS AND TECHNIQUES 2.1 Availability: Optimising Uptime 2.2 Change Management 2.3 Problem Management 2.4 Critical Component Failure Analysis 2.5 Relationship with Security and Contingency Planning 2.6 Scope of Service 2.7 Service Hours 2.8 Real Time Interactive Services 2.9 Batch Services 2.10 Output Arrangements 2.11 Telecommunication and Network Services 2.12 Facilities Management 2.13 Applications Development Services 2.14 Distributed Processing 2.15 Help Desk and Technical Support 2.16 Security Services 2.17 Special Requirements 2.18 Personal Computing 2.19 Customer Self Computing 2.20 Training 2.21 Customer Satisfaction Survey 3: HOW SERVICE LEVEL AGREEMENTS APPLY IN AN APPLICATIONS DEVELOPMENT ENVIRONMENT 3.1 Applications Development 3.2 Development Environment 3.3 Feasibility Study 3.4 System Analysis/Specification 3.5 System Design 3.6 Invitation to Tender/Contract 3.7 Implementation 3.8 Post-Implementation Review 3.9 Service Orientation 4: KEYS TO MEASURING AND MONITORING SERVICE; DESIGNING AND IMPLEMENTING AN SLA 4.1 Measuring Performance and Availability 4.2 Balancing Detail with Practicality 4.3 The Balanced Scorecard 4.4 What to include in a SLA 4.5 Shell, Template, Model and Standard SLAs 4.6 The Service Handbook 4.7 Service Level Survey 4.8 Charging for Services 4.9 Infinite Capacity and 100% Availability? 4.10 Realistic Limits to Service 4.11 Organizational Issues 4.12 Preparing the Ground 4.12 Pilot Implementation 4.13 Negotiating with the Customer 4.14 Reporting Actual Performance Against SLA 4.15 Service Review Meetings 4.16 The Customer Review Meeting 4.17 Service Motivation 4.18 Extending SLAs 5. THE DOWNSIDE RISK; ALTERNATIVES TO SERVICE LEVEL AGREEMENTS; THE SLA PAYOFF 5.1 SLAs: Reasons for Failure 5.2 Alternatives to SLAs 5.3 Performance Indicators 5.4 Availability and Response Targets 5.5 Benchmark Checks 5.6 Business Satisfaction Analysis 5.7 The SLA Payoff: A Success Story 5.8 Where Next? 5.9 Conclusion APPENDICES APPENDIX A SERVICE LEVEL AGREEMENT CHECKLIST SLA Review and Renegotiation Procedure APPENDIX B: EXAMPLE DESKTOP SUPPORT METRICS APPENDIX C: TRADITIONAL, IT ORIENTED SLA ANNEX A: CONFIGURATION MANAGEMENT APPENDIX D: Example Simple Development SLA APPENDIX E: Checklist for Outsourcing & Facilities Management APPENDIX F: SAMPLE SLA BIBLIOGRAPHY LIST OF FIGURES Figure 1: Service Support Characteristics Figure 2: Serving the Business Figure 3: Service Level Reports and Service Management Figure 4: Definitions for Telecommunication Service Levels Figure 5: Development using FPA Figure 6: Development Environment Figure 7: Service Management Toolkit Figure 8: Example of Balanced Scorecard Figure 9: Components of Service Level Management Figure 10. Charging for Computing Services - Schematic Figure 11. Back-to-back SLAs Figure 12: Hierarchy for SLA Implementation Figure 13: Customer Account Manager: Liaison Points Figure 14a: Monthly Report Figure 15. SLA Reporting Schematic Figure 16: Global Service Report Schematic Figure 17a: Sample SLA Report Figure 17b: Batch Service Level Report Figure 18. Computing Centre - Mainframe Availability, 0800 to 2000 hours Figure 19. Components of Service Level Management Figure 20. Explicit Service Targets Figure 21a: A CAD Benchmark Figure 21b: CAD Response - Benchmark Drawing Time Figure 21c CAD Response - Benchmark Drawing Time Figure 21d: CAD Response - Benchmark Drawing Time
Rating:
Summary: Very expensive
Review: I think the book is very interesting. The contents cover all about SAL and is invaluable for IT amangers.
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