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

~ (Author) "A sign of a maturing technology is that it gets so deeply interwoven into the fabric of business, industry, government and society that existence without..." (more)
Key Phrases: help desk, service level agreement, Service Level Agreements, Customer Satisfaction Survey, Customer Account Manager (more...)

Editorial Reviews

Product Description

Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers.

This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements.

About the Author

Andrew Hiles is a Fellow of the Business Continuity Institute and a Member of the British Computer Society. Andrew was founder Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament's All-Party EURIM Group in handling European legislation. His first book on Service Level Management was published in 1991; his second book in 1993. He contributed to Croner's Guide to IT Purchasing. His software package, SLA FRAMEWORK(tm), has been purchased by leading international companies.

Starting his I.T. career with the Royal Air Force in programming and systems, Andrew moved to London Transport in an operational role. Later, in their Central Productivity Unit and subsequently as I.T. Projects Manager and as Manager of the Business Process Re-engineering function, he led several major technical and organisational reviews involving the reorganisation of key functions of London Transport. From there he moved to the Post Office as their first Business Systems Consultant with responsibilities for major projects. Subsequently as Computer Services Manager at Harwell Laboratory he provided supercomputing, mainframe, midrange and client / server bureau services and operational support of mainframe and midrange installations that Harwell facility managed. He also had Customer Support and Quality Assurance responsibilities for the Datacenter.

Andrew is a Director of the Kingswell Partnership of I.T. Consultants - an international consultancy specialising in delivering service and managing business risk. He has helped hi-tech, financial, transport and government bodies to develop and enhance Customer Support and Service Desk functions and has supported both customers and suppliers in Service Level Agreements, Market Testing, Outsourcing and Facilities Management.

Andrew is a published writer and international speaker on service management. He has presented at Cranfield, Henley, Ashridge and GEC Management Colleges and at numerous conferences in Europe, USA, Southern Africa, the Middle East, Hong Kong, the Philippines and New Zealand and Australia. He has broadcast on IT topics on radio and television.

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Product Details

• Paperback: 255 pages
• Publisher: Rothstein Associates Inc; 1999/2000 edition (September 1, 1999)
• Language: English
• ISBN-10: 0964164825
• ISBN-13: 978-0964164826
• Product Dimensions: 10.6 x 8.2 x 0.9 inches
• Shipping Weight: 1.8 pounds (View shipping rates and policies)
• Average Customer Review: 4.2 out of 5 stars  See all reviews (4 customer reviews)
• Amazon.com Sales Rank: #1,883,630 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars New Edition available, March 20, 2002

By	P. J Rothstein (Brookfield, CT USA) - See all my reviews (REAL NAME)

(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.

1 of 1 people found the following review helpful:

4.0 out of 5 stars Really Helpful, September 27, 2004

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

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.

4.0 out of 5 stars Excellent Tool for Service Level Agreements, November 12, 2002

By	Paul Kirvan (Tinton Falls, NJ USA) - See all my reviews

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!