SLA Framework CD-ROM: Service Level Agreements Framework [CD-ROM]

Andrew Hiles (Author)

Book Description

Publication Date: September 1, 1999

SEE 1931332452 for the 2008 Edition! ========================== Previously, the thought of developing a Service Level Agreement was a daunting prospect. No more.

SLA FRAMEWORK TM 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. SLA FRAMEWORK(tm) is easy to operate. It will save you days, weeks, possibly even months of valuable time. Now every I.T. Service professional can have effective SLAs!

As part of our ongoing commitment to support SLA FRAMEWORK TM, we encourage your comments and suggestions. Future updates will incorporate your input. After all, that's how SLA FRAMEWORK TM was inspired - by service professionals like you! In fact, future updates for those who purchase a complete system will cost a fraction of the original product. That's just another way we'll keep your costs for SLAs as low as possible.

Getting started with SLA FRAMEWORK TM is easy. Simply copy the SLA FRAMEWORK TM files onto a subdirectory designated for Service Level Agreement development. Simply use the files you desire, and customise them to your specifications using Word 97 or any compatible word processing software.

Editorial Reviews

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 programmes 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.

Product Details

• CD-ROM: 500 pages
• Publisher: Rothstein Associates Inc.; 1999 edition (September 1, 1999)
• Language: English
• ISBN-10: 096416485X
• ISBN-13: 978-0964164857
• Product Dimensions: 7.5 x 5.3 x 0.6 inches
• Shipping Weight: 2.4 ounces
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #7,123,908 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

4.0 out of 5 stars Useful Tool, September 27, 2004

By 

Cheshire "Yvonne" (UK) - See all my reviews

This review is from: SLA Framework CD-ROM: Service Level Agreements Framework (CD-ROM)

SLA Framework includes 10 documents ranging from a very clever Customer Satisfaction Survey, checklists, example performance reports to statistics. As well as these, there are about 20 SLAs / OLA formats across many different industries and subjects. There is also a useful SLA Handbook that identifies pitfalls and advises how to avoid them and a couple of presentations. Practical and good value! It could save weeks in SLA development time.