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

***** SPECIAL COMBINATION OFFER! *****

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)

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

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.

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

Alternate products: For general business and non-technology environments, see:
SERVICE
LEVEL AGREEMENT FRAMEWORK FOR IT AND TECHNOLOGY and book, THE
COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT
SERVICE TO
BUSINESS NEEDS (3rd Edition), by Andrew Hiles (order #DR603A).

===============================
Published by Rothstein Associates Inc.
IN STOCK FOR IMMEDIATE SHIPMENT
===============================

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

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

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

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

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

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

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.

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

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.

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

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.

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

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.

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

THE COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS:
ALIGNING IT SERVICE TO BUSINESS NEEDS
(NEW - 2002 THIRD EDITION!)
by Andrew Hiles
Published by Rothstein Associates Inc.

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

Save $54.00!!!

For a limited time, special pricing is available on SLA FRAMEWORK and
the
companion book, THE COMPLETE GUIDE TO IT SERVICE LEVEL
AGREEMENTS:
MATCHING SERVICE QUALITY TO BUSINESS NEEDS!

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

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

Most suppliers lose around 16% of their customers each year. The reason? Poor
service —
whether perceived or real.

Any technology-based support service, whether in-house, contracted or
outsourced, stands
to be accused of being insensitive to the requirements of its customers (or users).
Equally,
customers of a support service may have unrealistic expectations of what can be
reasonably
provided.

Service Level Agreements (SLAs) can overcome these gulfs. A Service Level
Agreement
can create harmony between parties and can prevent disputes between customers
and
suppliers. It can justify investment and identify the "right" quality of service. It can
mean the
difference between business success and failure.

SLAs are potentially a strategic tool to align all support services (particularly IT)
directly to
business mission achievement. In the past, few organizations used them in this
way. Armed
with this book and the companion SLA FRAMEWORK, more and more
businesses are now
succeeding.

Where are SLAs going? Increasingly business-focused. Increasingly measured in
real-time.
Simple documents that cover complex service infrastructures. Providing a
competitive edge.
Embracing penalties.

The brave, who commit to tight SLAs and perform against them will win the
commercial
spoils. This book provides the knowledge and tools based on fifteen years of
intensive
development to ensure your enterprise is among the winners.

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

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 and 2000 Second Edition.

Be sure to check out SLA FRAMEWORK (#DR399), a CD-based Service Level
Agreement
package, also available through THE ROTHSTEIN CATALOG ON DISASTER
RECOVERY.

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

EXCERPT FROM THE FOREWORD TO THE THIRD EDITION:
THE COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS:
ALIGNING IT
SERVICE TO BUSINESS NEEDS

“Most suppliers lose around 16% of their customers each year. The reason? Poor
service.
Typically if you provide good service, your customer may tell five people.
"Customer
promiscuity" is the norm: your customers and prospects are one click away from
your
competitors. Discontented customers typically tell over ten people how bad you
are. In the
days of bulletin boards, a discontented customer can place messages that can
impact -
maybe even destroy - your business. In the often dangerous and unpredictable
e-world,
Service Level Agreements are imperative to protect both parties.

“Any support service, whether in-house, contracted or outsourced, stands to be
accused of
being insensitive to the requirements of its customers (or users). Equally,
customers of a
support service may have unrealistic expectations of what can be reasonably
provided by it.
Service Level Agreements can overcome these gulfs.

“All too often service level reports are misleading: bad statistics, measured in ways
and at
points that do not truly reflect the service experience of the customer. This book
exposes
pitfalls, problems and challenges in e-business Service Level Agreements and lays
the
foundation for harmonious and effective customer-supplier relationships to enable
actual
service delivery to become aligned to customer expectations.

“What, then, is a Service Level Agreement? A Service Level Agreement is simply
an
agreement between the support service and the user quantifying the minimum
acceptable
service to the user. SLAs are particularly valuable in real time activities of
e-commerce
where speed-to-market is crucial; where there is no time for mistakes; and where
millions of
dollars can be lost in minutes.

“A Service Level Agreement can create harmony between the parties, and avoid
disputes
between customer and supplier. It can justify investment and identify the "right"
quality of
service. It can mean the difference between business success and failure.”

- Dr Yvonne Gunn, Kingswell International

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

EXCERPT FROM THE PREFACE TO THE THIRD EDITION: THE
COMPLETE
GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT SERVICE TO
BUSINESS
NEEDS

“Some 15 years ago, the UK IBM Guide Operations Managers group (of which I
was Chair)
held a meeting in which we discussed the concept of SLAs. I had read about the
pioneering
work in this area by Bill Miller of American Airlines and developed by the Capacity
Management Group. Seizing on the concept as good management practice, I first
implemented them in the company for which I was then working. It really was
leading edge
stuff in those days and there was little guidance, so in 1988 I began to present
training
workshops on the topic. These aroused considerable interest and I was persuaded
to write
the first book on the subject, published by Elsevier. Believing this concept was
equally
applicable to any support or supply service, the second book, suggesting this
transition,
quickly followed. We began to receive inquiries about SLAs from a wide range of
public
and private sector enterprises, covering a broad spread of business and support
functions.
Since then we have presented on SLAs at conferences and workshops around the
world and
written literally hundreds of articles on the subject.

“My vision in SLAs is simple: SLAs are potentially a strategic tool to align all
support
services (especially IT) directly to business mission achievement. Sadly, few
organizations
use them in this way.

“The early SLAs were IT-centric, written in IT technical terms, and predominantly
provided the
IT user with service levels that had more to do with internal IT performance
measurements
than with business-oriented service achievement. Frequently metrics were
inappropriate,
measurements imprecise and monitoring weak. The SLA reports simply did not
reflect the
experience of the customer when using the service. Now, the more mature
organization
writes business-centric SLAs and has sophisticated performance measurement
tools that
accurately reflect the customer's or service user's actual experience.
Unfortunately, we are
now seeing the legal profession moving into the field of drafting SLAs, changing the
concept
from a crystal-clear definition of the service and of service levels, back into a
muddy,
legalistic puddle.

“Back full circle? It's time to start over.

“That is why this book is particularly important today. We must keep the service
vision,
definition and requirements clear - even more important today in a time of loose
partnerships, complex - often virtual - supply chains and instant success or failure.
In the
e-world, particularly, customers are just one click from desertion.

“Where are SLAs going? Increasingly business-focused. Increasingly measured in
real-time.
Simple documents that cover complex service infrastructures. Providing
competitive edge.
Embracing penalties. The brave, who commit to tight SLAs and perform against
them will
win the commercial spoils.”

- Andrew Hiles, Oxon Bagpuize, England

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

EXCERPT FROM THE INTRODUCTION:
THE COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS:
ALIGNING IT
SERVICE TO BUSINESS NEEDS (3RD EDITION)

“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 it becomes
inconceivable.
Computing systems and telephony, data communication and Internet based
services have
permeated virtually every aspect of life and, consciously or not, society now relies
on them.
Air, road, rail and maritime control systems; banking and finance; wholesale and
distribution;
transport; retail; health; leisure; manufacturing industry; government;
communications and the
media - all are now as reliant upon these services as they are upon electricity,
water or fuel.
Enterprise Resource Planning (ERP) and Customer Relationship Management
(CRM)
systems create inter-related dependencies throughout the organization, while the
growth of
Electronic Data Interchange (EDI) and e-business extend reliance on computing
from
corporate dependence to inter-corporate dependence.

“The trend towards outsourcing has exacerbated supplier dependence. Over 50%
of
outsourcing contracts involve dispute at some stage - frequently ending in
changing the
supplier with consequent hiatus to both businesses. The cause is usually weak
contracts or
poor service specifications: how can we avoid such damaging attrition?

“Call Centers have been one of the fastest growing areas in technology over the
last few
years. Many Call Center operations are outsourced. If the Call Center is
unavailable, or if
response is slow, customers simply go elsewhere - to the competition. High
availability and
quick response are vital for customer gain and retention.

“The rise of e-business adds to the increasing chain of interdependencies and,
even more
importantly, to the speed and concatenation of the impact of loss of service or poor
service.
Reliance on Internet Service Providers, Application Service Providers, Managed
Service
Providers and Total Service Providers and all their intermediate suppliers means
that a
failure in any link in this supplier chain becomes a failure of the whole chain, with
potentially
disastrous impact: one bank has claimed that failure of their ISP service could
potentially
cost $1B in an hour.

“Yesterday's leading edge becomes today's utility and tomorrow's passé
obsolescence.
With Information Technology (IT) we are constantly facing a dichotomy: how do we
manage
the "bleeding edge", transformational technology as well as the well-established IT
utility
services?

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

BOOK CONTENTS

ACKNOWLEDGMENTS

FOREWORD

PREFACE TO THE THIRD EDITION

1 AN OVERVIEW OF SERVICE LEVEL AGREEMENTS: WHAT THEY
CAN
AND CANNOT DO
1.1 Introduction
1.2 Service Level Agreements: Definition
1.3 Serving the Business
1.4 Availability
1.5 Performance: Speed, Response and Accuracy
1.6 Security
1.7 Quality
1.8 Service Culture
1.9 But Why SLAs?
CHECKLIST #1.1: Service Orientation

2 THE MEASUREMENT OF SERVICE AVAILABILITY AND QUALITY:
KEY
METRICS AND TECHNIQUES
2.1 Availability: Optimizing Uptime
2.2 Change Management
2.3 Problem Management
2.4 Critical Component Failure Analysis
Table 2.1: Critical Component Analysis - Cumulative Availability
Table 2.2: Contacts for Monte Carlo Analysis Tools
2.5 Relationship with Security and Contingency Planning
2.6 Scope of Service
2.7 Service Products
2.8 Service Hours
2.9 Real Time Interactive Services
2.10 Batch Services
2.11 Output Arrangements
2.12 Telecommunication and Network Services
2.13 Outsourcing
2.14 Applications Development Services
2.15 Distributed Processing
2.16 Help Desk and Technical Support
2.17 Internet and Intranet Based Services
2.18 Security Services
2.19 Special Requirements
2.20 Personal Computing
2. 21 Customer Self Computing
2.22 Training

3 HOW SERVICE LEVEL AGREEMENTS APPLY IN AN APPLICATIONS
DEVELOPMENT ENVIRONMENT
3.1 Applications Development
3.2 Development Environment
3.3 Feasibility Study
3.4 System Analysis/Specification
3.5 System Design
3.6 Invitation to Tender/Contract
3.7 Implementation
3.8 Post-Implementation Review
3.9 Service Orientation

4 KEYS TO MEASURING AND MONITORING SERVICE; DESIGNING AND
IMPLEMENTING AN SLA

4.1 Introduction to Service Measurement
4.2 Measuring Performance and Availability
4.3 Monitoring Tools and Their Use
4.4 Application Monitoring
4.5 Network Monitoring
4.6 Case Study
4.7 Systems Monitoring
4.8 Satisfaction Monitoring
4.9 The Service Management Toolkit
4.10 Monitoring & Litigation
4.11 Balancing Detail with Practicality
4. 12 The Balanced Scorecard
4.13 What to include in a SLA
4.14 Shell, Template, Model and Standard SLAs
4. 15 The Service Handbook
4. 16 Service Level Survey
4.17 Charging for Services
4. 18 Infinite Capacity and 100% Availability?
4.19 Realistic Limits to Service
4.20 Penalty Clauses
4.21 Planning For Change
4.22 Organizational Issues
4.23 Preparing the Ground
4.24 Pilot Implementation
4.25 Negotiating with the Customer
4.26 Reporting Actual Performance Against SLA
4.27 Service Review Meetings
4.28 The Customer Review Meeting
4. 29 Service Motivation
4.30 Extending SLAs
Annex One: Example Customer Satisfaction Survey
Annex Two: Example Service Level Survey
Annex Three: Terms of Reference for Marketing & Sales Manager and Accounts
Manager
Annex Four: Monitoring Tools - Web Addresses

5 THE DOWNSIDE RISK; ALTERNATIVES TO SERVICE LEVEL
AGREEMENTS;
THE SLA PAYOFF
5.1 SLAs: Reasons for Failure
5.2 Alternatives to SLAs
5.3 Performance Indicators
5.4 Availability and Response Targets
5.5 Benchmark Checks
5.6 Business Satisfaction Analysis
5.7 The SLA Payoff: A Success Story
5.8 Where Next?
5.9 Conclusion

APPENDICES

APPENDIX A: SERVICE LEVEL AGREEMENT CHECKLIST

APPENDIX B: Example Desktop Support Metrics

APPENDIX C: TRADITIONAL, IT-ORIENTED SLA

APPENDIX D: Example Simple Development SLA

APPENDIX E: Checklist for Outsourcing & Facilities Management

APPENDIX F: EXAMPLE DESKTOP SUPPORT SLA

BIBLIOGRAPHY

ABOUT THE AUTHOR

OTHER SLA TOOLS AND RESOURCES BY ANDREW HILES

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

LIST OF FIGURES

FIGURE 1.2: SERVING THE BUSINESS
FIGURE 2.2 DEFINITIONS FOR TELECOMMUNICATION SERVICE LEVELS
FIGURE 3.1: DEVELOPMENT USING FPA
FIGURE 3.2: DEVELOPMENT ENVIRONMENT
FIGURE 4.1: SERVICE MANAGEMENT TOOLKIT
FIGURE 4.2: EXAMPLE OF BALANCED SCORECARD
FIGURE 4.3: THE ONE PAGE SLA FORMAT
FIGURE 4.4: THE ONE PAGE SLA FORMAT
FIGURE 4.5: COMPONENTS OF SERVICE LEVEL MANAGEMENT
FIGURE 4.6. CHARGING FOR COMPUTING SERVICES - SCHEMATIC
FIGURE 4.7. BACK-TO-BACK SLAS
FIGURE 4.8: COST OF REAL-TIME SERVICE OUTAGES
FIGURE 4.9: HIERARCHY FOR SLA IMPLEMENTATION
FIGURE 4.10: CUSTOMER ACCOUNT MANAGER: LIAISON POINTS
FIGURE 4.11A: MONTHLY REPORT
FIGURE 4.11 B: THE SAME DATA, WEEKLY REPORT
FIGURE 4.11C: THE SAME DATA, DAILY REPORT
FIGURE 4.12. SLA REPORTING SCHEMATIC
FIGURE 4.13: GLOBAL SERVICE REPORT - SCHEMATIC
FIGURE 4.14A: SAMPLE SLA REPORT
FIGURE 4.14B: BATCH SERVICE LEVEL REPORT
FIGURE 4.15. COMPUTING CENTER - MAINFRAME AVAILABILITY 0800 TO
2000
HOURS
FIGURE 4.13. COMPONENTS OF SERVICE LEVEL MANAGEMENT
FIGURE 5.1. EXPLICIT SERVICE TARGETS
FIGURE 5.2A: A CAD BENCHMARK
FIGURE 5.2B: CAD RESPONSE - BENCHMARK DRAWING TIME
FIGURE 5.2C CAD RESPONSE - BENCHMARK DRAWING TIME
FIGURE 5.2D: CAD RESPONSE - BENCHMARK DRAWING TIME

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

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.

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

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 + book.
Order #DR602A

IN STOCK FOR IMMEDIATE SHIPMENT

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

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 -
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Order #DR602A
(Retail sales only; Prepaid orders only)
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The Binomial Bookstore

Software; CD/Diskette Products

Rothstein Associates Inc.