Customer Reviews

Service Level Agreements: Winning A Competitive Edge for Support & Supply Services

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The latest version of this book has been updated and provides not only examples of a range of different types of SLA, but also shows how SLAs can be used to achieve strategic objectives and justify infrastructure and disaster recovery investments. I found it a valuable help.

This is one of the worst books I have ever read - it is ridiculously bad. The content is at best common sense and at worst completely inane. The layout follows no discernable logic. The graphics make no sense, or at least no point (other than filling space). And the format appears to be the work of someone unfamiliar with the most basic word processing program - bullets out of order, indentation that muddies the content. Hiles needs to establish a service level agreement with his editor.

For the price, I expect a book that is not only informative, but professionally designed and edited. Instead I get the ramblings of a self-styled expert in service level agreements. In the end, the book is a joke...and Hiles is laughing all the way to the bank at $125 each.

A good material if you are looking for understanding what SLA's are.