Customer Reviews

SLAM: Service Level Agreement Model: SLAM Your Managed Services Revenue

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I think it's not a book for me. More than half pages full of attachment (which some are redundant, like customer's testimonial 3 pages, What for?
The book to brief, and promote again and again about the company "axxis technology" and offering us to buy "SLAM DVD" from their website for another info. The pages also has pictures / photos which not so related to the content.
Not my favorite book...

What a great book on creating an SLA based business model. It doesn't just give the high level overview; it gets down to the nitty-gritty stuff managers need to make the transition to a service based recurring revenue model. This is the stuff that drove the business for us at Rackspace. Like Mathew, my experience is that clients' prefer a monthly fixed fee, like discounts for longer term contracts and upfront payments, and love an SLA with teeth that means the managed service provider has some skin in the game. They don't like a credit because that means there was a failure, but each credit serves to build trust because it shows you have been honest and transparent about a failure. This is still a rare event in IT service relationships.