Customer Reviews

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

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(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.

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.

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!

I think the book is very interesting. The contents cover all about SAL and is invaluable for IT amangers.