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Service offerings and agreements ITIL V3 intermediate capability handbook by Alison Cartlidge,Stationery Office,itSMF UK,Janaki Chakravarthy Pdf
This guide provides a quick reference to the processes covered by the ITIL V3 SOA syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for SOA, and as a handy portable reference source for practitioners who work with these processes.
Service Offerings and Agreements by Richard Griffiths Pdf
By implementing good practice in service offerings and agreements, IT departments can achieve customer satisfaction by merging demand, supplier and financial management with the service portfolio and service catalogue. This book provides clarification and expansion of the core ITIL(R) texts. An ITIL(R) Licensed Product.
Author : Richard Griffiths Publisher : BCS, The Chartered Institute for IT Page : 235 pages File Size : 50,5 Mb Release : 2014-04-24 Category : Computer technical support ISBN : 1780171927
Service Offerings and Agreements by Richard Griffiths Pdf
By implementing good practice in service offerings and agreements, IT departments can achieve high levels of customer satisfaction. An intermediate level guide for exam candidates and IT departments, this book provides clarification and expansion of the core ITIL® texts. This new edition reflects the current thinking from ITIL and is aligned to the latest syllabus for the Intermediate Certificate in Service Offerings and Agreements. An ITIL licensed product.
ITIL - Service Offerings and Agreement by 30 Bird Media Pdf
ITIL Service Offerings and Agreements (SOA), one of the qualifications in the ITIL Service Capability work stream, focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.
ITIL Intermediate Certification Companion Study Guide by Helen Morris,Liz Gallacher Pdf
The expert-led, full-coverage supporting guide for all four ITIL exams ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn't stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you'll need to know for the job. ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information. Learn service strategy principles, organization, and implementation Master the central technologies used in IT Service Management Be aware of inherent challenges, risks, and critical success factors Internalize the material covered on all four ITIL exams The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.
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
Grids and Service-Oriented Architectures for Service Level Agreements by Philipp Wieder,Ramin Yahyapour,Wolfgang Ziegler Pdf
As Grids and service-oriented architectures have evolved to a common infrastructure for providing and consuming services in research and commercial environments, mechanisms are needed to agree on the objectives and the quality of such service provision. There is a clear trend to use electronic contracts between service consumers and one or more service providers, in order to achieve the necessary reliability and commitment from all parties. Service Level Agreements (SLAs) are the means to model and manage such contracts in a unified way. Grids and Service-Oriented Architectures for Service Level Agreements, the thirteenth volume of the CoreGRID series, contains current research and up-to date solutions from research and business communities presented at the IEEE Grid 2009 Workshop on Service Level Agreements in Grids, and the Service Level Agreements in Grids Dagstuhl Seminar 2009. The contributions in this volume cover Grid environments, but also generic models for SLA management that are applicable to service-oriented systems in general, like market-economic strategies, negotiation models, or monitoring infrastructures. Grids and Service-Oriented Architectures for Service Level Agreements is designed for a professional audience composed of researchers and practitioners within the Grid community industry, and is also suitable for advanced-level students in computer science.
Service Agreements - A Management Guide by Robert Johnston,Robert Benyon Pdf
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.
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.
Defining IT Success Through The Service Catalog by Troy DuMoulin,Bill Fine,Rodrigo Flores Pdf
The Service Catalog is a fundamental IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. In short, it represents the value IT provides to facilitate business operations. Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization: Services are made standard and rational, leading to lower costs and increased service availability Standard ‘service products’ enable forecasting of demand, leading to better volume discounts from vendors and improved inventory and capacity planning Controls over consumption of services are enhanced The fulfillment of IT services is improved with the catalog. Standardization of services leads to recurrent workflows, rather than relatively expensive one-off projects
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.
This concise paperback, which will be a valuable supplementary text to any traditional contracts casebook, combines cases and actual contracts to bring a real-world practical perspective to the first-year contracts classroom. Contracts: A Transactional Approach fills the long-felt need by professors, students, and practitioners for a teaching approach to contracts that focuses on practical and transactional skills.and Contracts: A Transactional Approach introduces business contracts and transactions to the first-year contracts class in a unique fashion: Actually executed agreements between sophisticated parties give students exposure to the sort of agreements they will encounter in practice as either a litigator or a transactional attorney. Agreements are lightly edited and are presented as whole documents unbroken by discussion to force the student to read and analyze contracts in their entirety. Focus points and, where appropriate, practitioner comments before each agreement help focus the student's attention on important concepts. The authors begin with the simplest agreement and iteractively build on the same lessons. The discussion is tailored to basic provisions and their interaction with contract law, enabling students to build familiarity with once seemingly foreign contractual provisions and concepts. Lessons focus on the building block provisions (e.g., recitals, representations, warranties, indemnities, limitations of liability, restrictive covenants, liquidated damages) typically found in sophisticated contracts, including the judicial treatment of those provisions. Practitioner comments from experts in the field provide insight and advice on relevant topics to give a real world and practical perspective and to drive home the relevance of these concepts to students. This book teaches students how to read and understand contracts (and to anticipate how judges may read and understand contracts) so that the student can better draft contracts. Drafting tips are sprinkled throughout the book.
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.
