The Service Level Agreement SLA Guide - SLA book, Templates for Service Level Management and Service Level Agreement Forms. Fast and Easy Way to Write your SLA

A professional technical roadmap to IT Service Level Management & Agreements, Service Design & Continual Service Improvement with design, role & responsibility, KPI, communication plan & SLA template resources for organizational implementation. Title & Copyright ......Page 2 Write a Review ......Page 3 Table of Contents ......Page 4 INTRODUCTION ROADMAP......Page 6 SERVICE DESIGN......Page 10 CONTINUAL SERVICE IMPROVEMENT......Page 44 SUPPORTING DOCUMENTS......Page 56 Objectives and Goals......Page 58 Policies Objectives and Goals......Page 64 SLM Scope......Page 68 Business Justification Document......Page 76 Organizing for Service Design – Roles & Responsibilities......Page 82 SLM Process Manager......Page 88 Customer Based SLA......Page 92 Service Based SLA......Page 100 Multi Level SLAs ......Page 109 Business and IT Service Mapping......Page 117 Operational Level Agreement......Page 131 Service Level Requirements......Page 137 Service Options......Page 145 Underpinning Contracts......Page 151 Functional Specification......Page 157 Technical Specification......Page 165 Price List......Page 173 Communication Plan......Page 177 Business and IT Flyers......Page 185 Reports KPIs Other Metrics......Page 189 SLM IMPLEMENTATION & PROJECT PLAN......Page 195 FURTHER INFORMATION......Page 205 This book enables you to implement, or fine tune service level agreements (frequently abbreviated as SLA). A SLA a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. An SLA is a formally negotiated agreement between two parties. It is a contract that exists between customers and their service provider, client or between service providers. It records the common understanding about services, priorities, responsibilities, guarantee, and such - collectively, the level of service. This book enables you to specify the levels of availability, serviceability, performance, operation, or other attributes of the service like billing and even penalties in the case of violation of the SLA. This SLA Guide is filled with Valuable hints, tips and guidance on how to successfully implement SLM, it contains several Service Level Agreement Forms which gives you a Fast and Easy Way to Write SLAs.