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

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 196 FURTHER INFORMATION......Page 206 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