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 Embodies the unique "Master Service Level Agreement" created over many years of research into the format and development of SLA's. This guide will take you step by step through the mechanics of creating and implementing Service Level Agreements exactly appropriate to your environment.
Topics covered:
- Introduction
Service Culture?
Advantages Of Service Level Management
- Service Level Strategy
User Attitudes
Business Approach
- Terms Of Reference
Components
Terms of Reference Matrix
- Scope Of Service
Support Framework
Range of Service Support
Depth of Service Supported
Summary
- Staffing & Structure
Key Staffing Roles
Archetype Structure
Summary
- Service Level Agreements
Agreement Preconditions
Approaching Service Level Agreements
Agreement Construction
Computerised Service Level Agreements
- Preferential Service Options
Preferential Service Option
Structuring
Option Charging
Creating Preferential Service Options
Summary
- Monitoring Service Levels
Service Performance Targets
Mean Average
Monitoring Tools
Monitoring service Summary
Service Brochure
Summary
- Managing Service Levels
Service Excellence Project
Management Criteria
Summary
- Master Service Level Agreement
Introduction Module
Service Availability Module
Data Management Module
Exception Management Module
End User Equipment Module
Personal Computing Module
Distributed Processing Module
Information Protection Module
Service Monitoring Module
- Summary
Service Level Management
Checklist Summary
- Case Examples
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