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SERVICE LEVEL AGREEMENTS:
A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
2003 - 10th EDITION
by Andrew Hiles

Published by Rothstein Associates Inc.
IN STOCK FOR IMMEDIATE SHIPMENT

===============================

Now every IT services professional can have effective SLAs! SERVICE LEVEL
AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
brings
together all of the critical elements needed to build a Service Level Agreement,
with
extensive templates, examples and tools. It reflects the combined expertise and
SLA
development experience from over 50 man-years of consulting effort.

===============================

Save $54.00!!!

For a limited time, special pricing is available on SERVICE LEVEL
AGREEMENTS: A
FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY and the companion
book, THE
COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT
SERVICE TO
BUSINESS NEEDS (3rd Edition)!

Save $54.00!!!
(See below for details)

===============================

Alternate product: For general business and non-technology environments,
see:
SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND TECHNOLOGY
(order
#DR603).

===============================

Previously, the thought of developing a Service Level Agreement was a daunting
prospect.
No more.

SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND
TECHNOLOGY 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 is required. SERVICE LEVEL AGREEMENTS: A
FRAMEWORK
ON CD-ROM FOR IT AND TECHNOLOGY is easy to operate. It will save you
days, weeks,
possibly even months of valuable time. Now every IT Service professional can have
effective
SLAs!

SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND
TECHNOLOGY reflects the combined expertise and SLA development from over 50
man-years of consulting effort!

===============================

Be sure to check out the companion book, order #DR595, THE
COMPLETE
GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT SERVICE TO
BUSINESS
NEEDS, also by Andrew Hiles!

===============================

OVERVIEW OF FILES

Apart from README.DOC, you also have the documents:

- SLA HANDBOOK is contained in SLA Handbook: this, with the Model
SLAs
make the model for your in-house SLA Handbook on Service Level Agreements.
Simply
incorporate the relevant services into your own SLAs (expanding the service level
metrics to
suit your organization) and delete irrelevant services as necessary
- Model-1 to Model-nn (models, templates and example SLAs for you to
adapt and
amend)
- SLA Checklist
- PC Support Example Service Products
- Outsourcing Checklist

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MODELS & TEMPLATES IN SERVICE LEVEL AGREEMENTS: A
FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY

1. SLA Template
2. Agreement for computer services in support of Field Service Engineering
3. Software Template
4. Agreement for Development Services
5. The One-Page SLA
6. PC Support
7. Standard for Service Level Agreements
8. Mainframe Service Level Agreements
9. Agreement for Hardware Maintenance Installation and Support
10. Detail of a Maintenance Model Service Level Agreement
11. Service Level Agreement for Call Center Services
12. Banking Service Level Agreement
13. Service Level Agreement for Internet Service Providers (ISPs)
14. Service Level Agreement for Applications Services Providers (ASPs)
15. Service Level Agreement for Competitive Local Exchange Carriers (CLECs)
16. Internet Access Service Level Agreement
17. Tiers & Site Service Level Agreement

- Checklist for SLA for outsourcing and facilities management
- Desktop/PC Support: Example Service Products
- Service Quality Improvement Project (SOQ) Activity Chart
- Service Level Agreement Checklist
- Customer Satisfaction Survey

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SLA HANDBOOK CONTENTS

1. INTRODUCTION
1.1 The Quality Improvement Program (QIP)
1.2 ISO 9001
1.3 Handbook Contents
1.4 Cross Linking with other QIP Pilot Projects

2. SERVICE LEVEL MANAGEMENT DISCIPLINES
2.1 Principles of Service Management
2.2 Service Support Characteristics
2.3 Service Management Disciplines
2.4 Availability Management
2.5 Performance Management
2.6 Capacity Management
2.7 Security Management
2.8 Change Management
2.9 Problem Management
2.10 Environment Management
2.11 Quality Management
2.12 Service Ownership
2.13 Point of Delivery

3. SERVICE LEVEL AGREEMENT DEFINITIONS, METRICS AND
MEASUREMENT
3.1 Service Level Agreement - Definition
3.2 Service Quality - Definitions
3.3 Service Quality Definitions and Metrics
3.4 Service Quality Values
3.5 Service Measurement
3.6 Service Quality Dependencies

4. AIMS, PITFALLS AND HINTS ON IMPLEMENTATION OF SERVICE
LEVEL
AGREEMENTS

5. SLA DOCUMENTATION

5.1 Introduction
5.2 The Agreement
5.3 The Service Brochure
5.4 Shell, Template, Model and Standard SLAs
5.5 SLA Design
5.6 Reporting

6. SLA ROLES AND RESPONSIBILITIES
6.1 Introduction
6.2 IT Service Sector
6.3 Project Manager
6.4 Quality Assurance (QA)
6.5 QIP Steering Committee

7. AUDIT CHECKLIST
7.1 Service Management
7.2 SLA Documentation
7.3 Development
7.4 Customer Relationships
7.5 Customer Satisfaction Surveys
7.6 Service Review
7.7 Responsibilities
7.8 Problem Management
7.9 Procedures

8. SLA AUTOMATION
8.1 Introduction
8.2 Tools Available
8.3 Problem Management
8.4 Change Control
8.5 Schematic: Automation of Service Level Reporting

9. CONCLUSION
9.1 "Get it Right" - But start now!
9.2 The Pilot Project
9.3 The Way Ahead

APPENDICES
A.A Model SLA

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REQUIREMENTS

SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND TECHNOLOGY
consists
primarily of user files that run on standard word processing software such as
Microsoft Word
or Corel Wordperfect.

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INSTRUCTIONS FOR USING SERVICE LEVEL AGREEMENT
FRAMEWORK
ON CD-ROM FOR IT AND TECHNOLOGY

Getting started with SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND
TECHNOLOGY is easy. Simply copy the SERVICE LEVEL AGREEMENT
FRAMEWORK
FOR IT AND TECHNOLOGY files onto a subdirectory designated for Service Level
Agreement development. Simply use the files you desire, and customize them to
your
specifications using any compatible word processing software.
SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND TECHNOLOGY is
designed
to be custom tailored to each user's needs for Service Level Agreements. Simply
select the
documents you require. Edit them to fit your needs. Assemble them into a logical
sequence
that makes the most sense to you.

The most productive way to use SERVICE LEVEL AGREEMENT FRAMEWORK
FOR IT
AND TECHNOLOGY is to review the materials in Sections 1 to 9 plus all the other
files
before adapting specific elements into a working Service Level Agreement.

The documents are designed for simple amendment. Your organization's name
can be
included simply by replacing XXXXXX with your organization's name. You can
insert values
that are relevant to your organization by using spell check: this will highlight
relevant parts for
you to amend.

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EXCERPT FROM SLA HANDBOOK

2.3 SERVICE MANAGEMENT DISCIPLINES
In order to manage service levels, disciplines have to be in place to manage:
- availability
- performance
- capacity
- security
- change
- problems
- environment
- quality.

2.4 AVAILABILITY MANAGEMENT
Availability Management is the management of the processing paths and the
creation of
resilience and alternative routes.

2.5 PERFORMANCE MANAGEMENT
Performance Management is the optimization of throughput, response and
accuracy for a
given resource.

2.6 CAPACITY MANAGEMENT
Capacity Management involves balancing performance against resource provision
and
ensuring that adequate capacity exists to meet the required service levels.

2.7 SECURITY MANAGEMENT
Security Management underwrites the integrity and availability of systems to
specified
minimum requirements. It embraces physical and logical access control, data
and systems
integrity, and contingency planning.

2.8 CHANGE MANAGEMENT
Change Management is the process of assessment of the impact of proposed
changes to
Configuration Items - whether resulting from problems or enhancement
requirements - and
the controlled implementation of agreed changes to ensure that prerequisites,
corequisites
and follow-up actions are implemented to protect the integrity of the systems and
to minimize
adverse impact on the users.

2.9 PROBLEM MANAGEMENT
Problem Management involves preempting problems; taking proactive preventative
measures; diagnosing and analysing the problems or faults and pursuing problems
to
resolution, taking escalation action where necessary.

2.10 ENVIRONMENT MANAGEMENT
Environment Management involves the creation and maintenance of a physical
environment
within the hardware operating specifications with resilient plant, power and (where
necessary) water supplies.

2.11 QUALITY MANAGEMENT
Quality Management, among other things, should ensure that every aspect of a
development
project or live service adheres to quality procedures and can be audited within a
quality
program.

2.12 SERVICE OWNERSHIP
SLAs cannot be effective unless 'ownership' of the components of the service is
clearly
defined and inter-related responsibilities are clearly established. A
customer-supplier
relationship needs to be established in to define responsibilities for all intermediate
services.

2.13 POINT OF DELIVERY
The point of delivery of the service has to be defined (e.g. to the network or on the
customer's
desk). The service provider can reasonably only deliver services to a specific
service level
across areas within its control or where intermediate responsibilities and quality
have been
defined.

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EXCERPT FROM MODEL 4: AGREEMENT FOR DEVELOPMENT
SERVICES

2.1 Provision of Services
xxx shall provide the following services to the customer:

2.1.1 Software Development
The design, development, supply, delivery, installation, testing and implementation
of new
software programs and associated documentation as agreed with the customer.

2.1.2 Consequential Amendments to Software
Where alterations or amendments are made by xxx to hardware, software or
network which
have an adverse effect on Software, the provision and implementation of such
amendments
to Software as are necessary to remedy such adverse effects.

2.1.3 Enhancements to Existing Software
The design, development, supply, delivery, installation, testing and implementation
of
enhancements to existing software programs and associated documentation as
agreed with
the customer.

2.1.4 Preventative and Corrective Maintenance
Carrying out such preventative and/or corrective maintenance as shall be required
by the
customer from time to time. Such work will be controlled by issue in Releases.

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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
programs 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.

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Licensed for in-house use only by the initial purchaser, for ONE company.

Developer, Multi-site and Enterprise licensing is available; contact Rothstein
Associates Inc.
(info@rothstein.com) for details.

===============================

Published by Rothstein Associates Inc.
2003, CD-ROM.
Order #DR602
ISBN #1-931332-19-3

******* SEE BELOW FOR SPECIAL OFFER ******

IN STOCK FOR IMMEDIATE SHIPMENT

===============================

Be sure to check out the companion book, #DR595: The Complete Guide
to IT
Service Level Agreements, by Andrew Hiles!

===============================

SPECIAL, LIMITED OFFER

Save $54.00!!!

For a limited time, special pricing is available on SERVICE LEVEL
AGREEMENTS: A
FRAMEWORK ON CD-ROM and the companion book, THE COMPLETE GUIDE
TO IT
SERVICE LEVEL AGREEMENTS: ALIGNING IT SERVICE TO BUSINESS
NEEDS!

Save $54.00!!!

Purchase SERVICE LEVEL AGREEMENTS: A FRAMEWORK
ON
CD-ROM FOR IT AND TECHNOLOGY and the companion book, THE COMPLETE
GUIDE
TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT SERVICE TO BUSINESS
NEEDS -
save $54.00 with this offer!

Order #SL602A
(Retail sales only; Prepaid orders only)

===============================
OR - - - Order #DR602, (CD only): SERVICE LEVEL AGREEMENTS: A
FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
ISBN #1-931332-19-3
===============================

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