The complete guide to IT service level agreements : aligning IT services to business needs / Andrew Hiles.

Format:

Book

Author/Creator:

Hiles, Andrew, author.

Language:

English

Subjects (All):

Service-level agreements.

Information technology--Quality control.

Information technology.

Physical Description:

1 online resource (294 pages)

Edition:

Third edition.

Place of Publication:

Brookfield, Connecticut : Rothstein Publishing, 2016.

Language Note:

English

Summary:

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.

Contents:

Contents Cover: - An overview of service level agreements, what they can and cannot do - Measurement of service availability and quality, key metrics and techniques that can be used - The practicality of designing, negotiating and implementing an SLA - Alternatives to SLAs and complementary quality-of-service markets. Sample checklists and forms are included in the appendices to ensure smooth implementation in your organization.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Description based on online resource; title from PDF title page (ebrary, viewed July 1, 2016).

Includes bibliographical references.

ISBN:

9781931332996

1931332991