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6 of 6 people found the following review helpful
5.0 out of 5 stars Invaluable checklists and straightforward approach, June 28, 2001
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This review is from: Service Level Agreements: Measuring Cost and Quality in Service Relationships (Hardcover)
This 126 page book covers service level agreements (SLA) from the perspective of a service provider with external customers, but can also be used as the basis for internal SLAs between IS/IT and end users, or other internal service functions that provide services. Some examples of internal service functions include HR, facilities, etc.
Chapter 1 covers SLAs and what they can and cannot accomplish. Some strong points about this chapter include quality attributes (speed, response and accuracy), process control and points of delivery and delivery mechanisms. While these points apply across the board, they are fundamental to IS/IT service level management, which is one of my technical specialties. I particularly liked the three-page service orientation checklist at the end of the chapter. This checklist alone makes the book a valuable resource for service management practitioners.
Some of the best content in this book is contained in chapter 2, which covers measurement of service availability and quality. The author's experience is underscored by the way he links availability to change and problem management. He also addresses critical component analysis, how service delivery relates to security and contingency planning and other important issues and factors that need to be considered when designing a SLA. This chapter ends with an excellent checklist to be applied to service level quantification with a focus on critical component failure analysis, and a sample customer satisfaction survey that can be tailored and incorporated into your service level management strategy.
Chapter 3 consists of six interesting and insightful pages devoted to how service level agreements can be used in development and creative environments. The perspective is unique in that I have not come across this view in other literature and gleaned a few good ideas from it.
Keys to monitoring and measuring service, Chapter 4's topic, stands out for a number of reasons. First, it is a fast read of sensible and straightforward information, and second, it addresses charging for support services. I also liked the service reporting schematic and sample reports.
The book ends with a short chapter that addresses risks of and alternatives to SLAs and a chapter devoted to a case study. One of the most valuable parts of these final two chapters is a list potential failures and their reasons that can kill or impair an SLA initiative.
There are two appendices: a service level agreement checklist and sample service level agreement. Both are valuable; however, the 12 page SLA checklist is one of the most comprehensive I've seen and an invaluable asset.
This book will compliment the more modern Foundations of Service Level Management by Rick Sturm, et al because the checklists are more comprehensive. Moreover, this book does not wander off into tools like Mr. Sturm's book, making the content nearly timeless. Both books are 5-star works and both belong on any serious service level management practitioner's bookshelf.
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5 of 5 people found the following review helpful
4.0 out of 5 stars Best SLA book I have read., September 23, 1999
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This review is from: Service Level Agreements: Measuring Cost and Quality in Service Relationships (Hardcover)
A complete blue print on SLA and how to go about drafting, implementing and reviewing SLA.
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Service Level Agreements: Measuring Cost and Quality in Service Relationships
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