E Business Service Level Agreements

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
Page : 179 pages
File Size : 47,5 Mb
Release : 2016-06-01
Category : Business & Economics
ISBN : 9781944480004

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E-Business Service Level Agreements by Andrew Hiles, Hon FBCI, EIoSCM Pdf

Your customers don't care whether it is you, your ISP, ASP, or other outsourced provider who screws up - they just know they can't do business with you when they want to. All that matters is that your e-business is failing to deliver - and that you need to hold someone accountable. Meaningful Service Level Agreements (SLAs) are unambiguous, comprehensive, and enforceable. SLAs commit suppliers to a defined quality of service: failure to meet explicit service levels can result in penalties or even legal action. Spectacular losses often follow e-business outages, particularly when SLAs are not in force. The biggest hit is not necessarily loss of income or profit, but impact on stock values - especially when markets are skittish. Some losses have exceeded $40 million with stock values falling by 26%. This new book offers the keys to effective SLAs with Internet Service Providers (ISPs) and Application Service Providers (ASPs), which can go a long way toward averting catastrophic losses as well as day-to-day headaches.

Author : Andrew Hiles
Publisher : Rothstein Associates Inc
Page : 180 pages
File Size : 55,9 Mb
Release : 2002-06-30
Category : Business & Economics
ISBN : 0964164892

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E-Business Service Level Agreements by Andrew Hiles Pdf

Your customers don't care whether it is you, your ISP, ASP, or other outsourced provider who screws up - they just know they can't do business with you when they want to. All that matters is that your e-business is failing to deliver - and that you need to hold someone accountable. Meaningful Service Level Agreements (SLAs) are unambiguous, comprehensive, and enforceable. SLAs commit suppliers to a defined quality of service: failure to meet explicit service levels can result in penalties or even legal action. Spectacular losses often follow e-business outages, particularly when SLAs are not in force. The biggest hit is not necessarily loss of income or profit, but impact on stock values - especially when markets are skittish. Some losses have exceeded $40 million with stock values falling by 26%. This new book offers the keys to effective SLAs with Internet Service Providers (ISPs) and Application Service Providers (ASPs), which can go a long way toward averting catastrophic losses as well as day-to-day headaches.

Author : Lee, In
Publisher : IGI Global
Page : 2375 pages
File Size : 42,6 Mb
Release : 2016-03-31
Category : Computers
ISBN : 9781466697881

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Encyclopedia of E-Commerce Development, Implementation, and Management by Lee, In Pdf

The convenience of online shopping has driven consumers to turn to the internet to purchase everything from clothing to housewares and even groceries. The ubiquity of online retail stores and availability of hard-to-find products in the digital marketplace has been a catalyst for a heighted interest in research on the best methods, techniques, and strategies for remaining competitive in the era of e-commerce. The Encyclopedia of E-Commerce Development, Implementation, and Management is an authoritative reference source highlighting crucial topics relating to effective business models, managerial strategies, promotional initiatives, development methodologies, and end-user considerations in the online commerce sphere. Emphasizing emerging research on up-and-coming topics such as social commerce, the Internet of Things, online gaming, digital products, and mobile services, this multi-volume encyclopedia is an essential addition to the reference collection of both academic and corporate libraries and caters to the research needs of graduate-level students, researchers, IT developers, and business professionals. .

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
Page : 1005 pages
File Size : 43,5 Mb
Release : 2016-06-01
Category : Computers
ISBN : 9781944480011

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Service Level Agreements By Andrew Hiles, Hon FBCI, EloSCM by Andrew Hiles, Hon FBCI, EIoSCM Pdf

In an ideal business climate, all your service level agreements would align perfectly with business goals. Your company’s vision, definitions, requirements, and performance measurement would be clear. But in today’s fast-paced, complex world of outsourcing, you could use some help to make that a reality. Look no further! In A Rothstein Publishing Collection: Service Level Agreements, four key books by Andrew Hiles combine to help you achieve effective agreements. Andrew Hiles draws on decades of experience to guide you in achieving service level agreements (SLAs) that are not simply legal documents, but are strategic business-centric tools that can lead to enduring, satisfying, and profitable relationships between customer and supplier. In this four-book package, you will receive a step-by-step guide to designing, negotiating, and implementing SLAs in your organization: Service Level Agreements: Winning a Competitive Edge for Support & Supply Services The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs E-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and Outsourcing Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers These books include checklists, samples, statistics, and real-world case studies that will help you to: • Create clearly written SLAs that are unambiguous, comprehensive, and enforceable. • Balance service costs against quality for business advantage. • Provide the level of service that meets the expectations of customers and keeps them loyal. • Apply quality assurance techniques to the SLA to identify the right quality of service. • Prevent disputes between customers and suppliers. • Avoid catastrophic losses and day-to-day headaches.

Author : Andrew Hiles
Publisher : Rothstein Associates Inc
Page : 296 pages
File Size : 55,8 Mb
Release : 2002
Category : Business & Economics
ISBN : 1931332134

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The Complete Guide to IT Service Level Agreements by Andrew Hiles Pdf

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.

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
Page : 294 pages
File Size : 48,6 Mb
Release : 2016-06-01
Category : Business & Economics
ISBN : 9781931332996

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The Complete Guide to IT Service Level Agreements by Andrew Hiles, Hon FBCI, EIoSCM Pdf

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.

Author : Andrew Hiles
Publisher : Rothstein Associates Inc
Page : 290 pages
File Size : 55,5 Mb
Release : 2002-12-06
Category : Business & Economics
ISBN : 1931332126

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Enterprise Risk Assessment and Business Impact Analysis: by Andrew Hiles Pdf

Shows how to write a risk and impact assessment report, and illustrates some of the science behind risk and continuity theories.

Author : Philipp Wieder,Joe M. Butler,Wolfgang Theilmann,Ramin Yahyapour
Publisher : Springer Science & Business Media
Page : 368 pages
File Size : 41,7 Mb
Release : 2011-11-06
Category : Computers
ISBN : 9781461416142

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Service Level Agreements for Cloud Computing by Philipp Wieder,Joe M. Butler,Wolfgang Theilmann,Ramin Yahyapour Pdf

Service Level Agreements for Cloud Computing provides a unique combination of business-driven application scenarios and advanced research in the area of service-level agreements for Clouds and service-oriented infrastructures. Current state-of-the-art research findings are presented in this book, as well as business-ready solutions applicable to Cloud infrastructures or ERP (Enterprise Resource Planning) environments. Service Level Agreements for Cloud Computing contributes to the various levels of service-level management from the infrastructure over the software to the business layer, including horizontal aspects like service monitoring. This book provides readers with essential information on how to deploy and manage Cloud infrastructures. Case studies are presented at the end of most chapters. Service Level Agreements for Cloud Computing is designed as a reference book for high-end practitioners working in cloud computing, distributed systems and IT services. Advanced-level students focused on computer science will also find this book valuable as a secondary text book or reference.

Author : Sara Cullen
Publisher : outsourcingtoolset
Page : 71 pages
File Size : 49,8 Mb
Release : 2006-07
Category : Business & Economics
ISBN : 9780975739488

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Service Level Agreements by Sara Cullen Pdf

Author : Robert Johnston,Robert Benyon
Publisher : Van Haren
Page : 102 pages
File Size : 47,5 Mb
Release : 2006-09-09
Category : Education
ISBN : 9789087531881

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Service Agreements - A Management Guide by Robert Johnston,Robert Benyon Pdf

Note: This book is available in several languages: Chinese, English. This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.

Author : Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Publisher : "O'Reilly Media, Inc."
Page : 552 pages
File Size : 49,5 Mb
Release : 2016-03-23
Category : Electronic
ISBN : 9781491951170

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Site Reliability Engineering by Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff Pdf

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Author : Anonim
Publisher : Institute of Electrical & Electronics Engineers(IEEE)
Page : 364 pages
File Size : 41,8 Mb
Release : 2003
Category : Computers
ISBN : 0769518761

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ISADS 2003 by Anonim Pdf

Over the last 10 years, the field of autonomous decentralized systems has greatly advanced to provide solutions for system design, together with the rapid development of enabling technologies, such as object oriented paradigms, mobile agent technology, multimedia and information systems, dependable systems, intelligent devices, mobile and ubiquitous systems, complex networked systems. ISADS 2003 reflects the maturity of this field as well as the future growth of ADS and their integration with other enabling technologies.

Author : Naomi Karten
Publisher : Addison-Wesley
Page : 440 pages
File Size : 40,8 Mb
Release : 2013-07-15
Category : Computers
ISBN : 9780133488708

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Communication Gaps and How to Close Them by Naomi Karten Pdf

This is the digital version of the printed book (Copyright © 2002). The success of systems or software development depends on effective communication. But have you ever had trouble articulating a complex concept? Have you ever doubted that someone truly understood you–or that you completely received someone’s message? Managers and technical professionals have to communicate effectively in order to understand client requirements, build work-related relationships, meet market demands, and survive time pressures. So often, though, communication breaks down, and nothing gets done (or done well, at least). Thankfully, Naomi Karten–author of Managing Expectations–is here to help. Readers learn how to improve the way they handle a wide variety of communication conflicts, from one-on-one squabbles to interdepartmental chaos to misinterpretations between providers and customers. Drawing on a variety of recognizable experiences and on useful models for understanding personalities, such as the Myers-Briggs Type Indicator and the teachings of family therapist Virginia Satir, Karten provides a series of powerful tools and concepts for resolving communication problems–as well as methods for preventing them in the first place. Inadequate communications include misunderstood or missed messages, contradictory or mixed messages, and messages that are intentionally sabotaged. As the author notes, these miscommunications “can have a damaging, puzzling, and counterproductive impact on projects and relationships.” Karten helps readers identify many of the common factors that can cause communication gaps. For example, mistaken assumptions of understanding lack of follow-up unfixed project terminology emotional baggage personality conflicts mismatched communication preferences Karten’s witty, conversational tone makes this book easy to read; her real-life stories and examples make it easy to understand; and her use of hilarious cartoons by Mark Tatro brings her lessons to life. Communication Gaps and How to Close Them is a must-read for anyone who recognizes that the way he or she communicates in professional encounters, as well as in personal ones, can be improved. With Karten’s useful insights and practical techniques, this book will change not only how you communicate but also how you think about communication.

Author : Jimmy Desai
Publisher : It Governance Limited
Page : 0 pages
File Size : 49,5 Mb
Release : 2010
Category : Electronic books
ISBN : 184928069X

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Service Level Agreements by Jimmy Desai Pdf

Buy the itSMF guide to service level management today! Service Level Management - a Practitioner's Guide, Second Edition ;offers a practical, experience-based approach to the subject matter. This guide shows you the best way to design a service level management (SLM) roadmap and implementation project plan, compile a service catalogue, put together service level agreements, and much more. Additionally, this book comes complete with a free CD packed with sample templates and supporting documents. You can tailor these ;templates to your specific needs using the advice and guidance in the book. No more reinventing the wheel. This second edition of the book has been reorganised in line with feedback from itSMF's SLM roadshows. The templates on the accompanying CD have been fully revised, the section on service catalogues has been extended. A new section on SLM small-scale implementation has added. Key Features © Benefits: Shows you ;best way to design a service level management (SLM) roadmap and implementation project plan. Providing you with a step-by-step approach. Comes with a CD that contains templates of various different SLM documents. These can be tailored to your own needs. Saving you both time and money Published by the itSMF - the representative body of the IT service management industry. Revised and updated with feedback incorporated from itSMF's SLM roadshows. Meaning this book is current and very up to date. Includes a new section on small-scale SLM ;implementation, meaning this book can help you implement SLM ;no matter the size of your organisation. Note: The ebook version does not provide access to the companion files.

Author : Anonim
Publisher : Unknown
Page : 1236 pages
File Size : 53,9 Mb
Release : 2001
Category : Business
ISBN : UVA:X006106976

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Business Week by Anonim Pdf