Service Level Agreements

Author : Philipp Wieder,Joe M. Butler,Wolfgang Theilmann,Ramin Yahyapour
Publisher : Springer Science & Business Media
Page : 368 pages
File Size : 49,7 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 : John K. Lee,Ron Ben-Natan
Publisher : John Wiley & Sons
Page : 464 pages
File Size : 54,7 Mb
Release : 2002-10-02
Category : Computers
ISBN : 9780471428664

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Integrating Service Level Agreements by John K. Lee,Ron Ben-Natan Pdf

Service level agreements (SLAs) offer service providers a way todistinguish themselves from their competitors in today's volatile,hypercompetitive market. This book offers an innovative approachthat takes full advantage of current interface, automation, andInternet-based distribution and reporting technologies. * Addresses business-level SLAs, not just device-level SLAs * Describes a revolutionary approach that combines networkmanagement, service management, field service activities,entitlement, and rating with workflow automation technologies

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
Page : 294 pages
File Size : 45,6 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 : Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Publisher : "O'Reilly Media, Inc."
Page : 552 pages
File Size : 50,7 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 : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
Page : 280 pages
File Size : 45,8 Mb
Release : 2016-06-01
Category : Business & Economics
ISBN : 9781931332989

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

This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators. The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!

Author : Naomi Karten
Publisher : Addison-Wesley
Page : 440 pages
File Size : 50,7 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 : Sara Cullen
Publisher : outsourcingtoolset
Page : 71 pages
File Size : 48,7 Mb
Release : 2006-07
Category : Business & Economics
ISBN : 9780975739488

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Service Level Agreements by Sara Cullen Pdf

Author : Anonim
Publisher : Unknown
Page : 74 pages
File Size : 46,9 Mb
Release : 2011
Category : Computer networks
ISBN : 364224548X

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Economics of Converged, Internet-based Networks by Anonim Pdf

Annotation This book constitutes the refereed proceedings of the 6th International Workshop on Internet Charging and QoS Technologies, ICQT 2011, held in Paris, France, in October 2011 collocated with the 7th International Conference on Network and Service Management. The 6 revised full papers presented together with an abstract of a keynote paper were carefully reviewed and selected from numerous submissions. The papers are organized in topical sections on service guarantees, evaluation of pricing schemes, and inter-domain services.

Author : David Loshin
Publisher : Elsevier
Page : 432 pages
File Size : 54,8 Mb
Release : 2010-11-22
Category : Computers
ISBN : 0080920349

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The Practitioner's Guide to Data Quality Improvement by David Loshin Pdf

The Practitioner's Guide to Data Quality Improvement offers a comprehensive look at data quality for business and IT, encompassing people, process, and technology. It shares the fundamentals for understanding the impacts of poor data quality, and guides practitioners and managers alike in socializing, gaining sponsorship for, planning, and establishing a data quality program. It demonstrates how to institute and run a data quality program, from first thoughts and justifications to maintenance and ongoing metrics. It includes an in-depth look at the use of data quality tools, including business case templates, and tools for analysis, reporting, and strategic planning. This book is recommended for data management practitioners, including database analysts, information analysts, data administrators, data architects, enterprise architects, data warehouse engineers, and systems analysts, and their managers. Offers a comprehensive look at data quality for business and IT, encompassing people, process, and technology. Shows how to institute and run a data quality program, from first thoughts and justifications to maintenance and ongoing metrics. Includes an in-depth look at the use of data quality tools, including business case templates, and tools for analysis, reporting, and strategic planning.

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
Page : 1005 pages
File Size : 43,8 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 : Karl Palachuk
Publisher : Great Little Book Publishing Company, Incorporated
Page : 208 pages
File Size : 47,7 Mb
Release : 2011-07-01
Category : Business & Economics
ISBN : 0976376024

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Service Agreements for Smb Consultants by Karl Palachuk Pdf

Service Agreements for SMB Consultants: A Quick-Start Guide to Managed Services by Karl W. Palachuk is an essential guide for I.T. Consultants. All forms are available to download online.Everyone knows it: Spoken agreements aren't worth the paper they're written on.The SMB Consultant is facing changes we never imaged a few years ago. Managed services are everywhere. Franchised tech support is taking off. And now big corporations are trying to compete in the "SMB Space." Whether you like it or not, you need to make some changes in order to meet the challenges of the next few years.Service agreements literally define your business. If you're not using them, you need to start today. If you are using them, great! Just make sure that they truly represent who you are and how you want to define your business.Whether you sell your services hourly, in blocks of time, or with a Managed Service plan, you need a good service agreement.As with his other books, Karl gives you more than just the forms. Service Agreements for SMB Consultants includes best practices and lots of great information to help you run your business more prosperously.

Author : Andrew Hiles
Publisher : Rothstein Associates Inc
Page : 296 pages
File Size : 47,8 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 : Rick Sturm,Wayne Morris,Mary Jander
Publisher : Sams Publishing
Page : 292 pages
File Size : 51,8 Mb
Release : 2000
Category : Business & Economics
ISBN : UOM:39015049683165

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Foundations of Service Level Management by Rick Sturm,Wayne Morris,Mary Jander Pdf

This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.

Author : Alex Hidalgo
Publisher : O'Reilly Media
Page : 404 pages
File Size : 55,5 Mb
Release : 2020-08-05
Category : Computers
ISBN : 9781492076780

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Implementing Service Level Objectives by Alex Hidalgo Pdf

Although service-level objectives (SLOs) continue to grow in importance, there’s a distinct lack of information about how to implement them. Practical advice that does exist usually assumes that your team already has the infrastructure, tooling, and culture in place. In this book, recognized SLO expert Alex Hidalgo explains how to build an SLO culture from the ground up. Ideal as a primer and daily reference for anyone creating both the culture and tooling necessary for SLO-based approaches to reliability, this guide provides detailed analysis of advanced SLO and service-level indicator (SLI) techniques. Armed with mathematical models and statistical knowledge to help you get the most out of an SLO-based approach, you’ll learn how to build systems capable of measuring meaningful SLIs with buy-in across all departments of your organization. Define SLIs that meaningfully measure the reliability of a service from a user’s perspective Choose appropriate SLO targets, including how to perform statistical and probabilistic analysis Use error budgets to help your team have better discussions and make better data-driven decisions Build supportive tooling and resources required for an SLO-based approach Use SLO data to present meaningful reports to leadership and your users

Author : Jimmy Desai
Publisher : It Governance Limited
Page : 0 pages
File Size : 54,8 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.