Service Level Agreement Framework for Service Businesses

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This CD-ROM based collection of templates, examples and tools brings together the critical elements needed to build a service level agreement for service of supply businesses (non-technology focused). These records of common understanding about services, priorities, responsibilities, guarantees and warranties are critical to the success of relationships between service providers and their clients.

The framework is designed to be custom ...
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More About This Book

Overview


This CD-ROM based collection of templates, examples and tools brings together the critical elements needed to build a service level agreement for service of supply businesses (non-technology focused). These records of common understanding about services, priorities, responsibilities, guarantees and warranties are critical to the success of relationships between service providers and their clients.

The framework is designed to be custom tailored to each user's needs for service level agreements. All you have to do is choose the elements you require load them into a standard word processor, edit to your specification and you're done. This will save you days, weeks, and possibly even months of valuable time.
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Product Details

Meet the Author

ANDREW HILES was the founding chairperson of EURIM, the working group supporting the UK all-party Parliamentary Working Party on European IT legislation. He was founder and Chairman of Survive, the international user group for business continuity planning, and was a founding Director of the Business Continuity Institute, the international body for certification of business continuity professionals.

Andrew is an international speaker on service management and has featured on conference programs in the USA, Southern Africa, Europe, the Middle East and the Pacific Rim. He has presented workshops and seminars on these topics for Frost & Sullivan (Europe), IIR/ IFF (Europe and Middle East), AIC (South Africa), CEL (Hong Kong), UPOM (Middle East) and other companies having also lectured at Ashridge, Cranfield, GEC Dunchurch and Henley Management Colleges in the UK. He has broadcast on TV, radio and Internet webinars. He has over 300 published articles on service management and is author of two other books on Service Level Agreements. Andrew is a Fellow of the Business Continuity Institute, a Member of the British Computer Society and a Freeman of the City of London.

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Table of Contents


Doc 1 Customer Satisfaction Survey

Doc 2 Accountant SLA Checklist

Doc 3 Outsourcing Checklist

Doc 4 Specification and Vendor Evaluation

Doc 5 Vendor Checklist

Doc 6 Non-Disclosure Agreement

Example SLA 1 Model

Example SLA 2 Training

Example SLA 3 Escalation Procedure

Example SLA 4 Reprographics

Example SLA 5 FSE

Example SLA 6 Template

Example SLA 7 Procurement

Example SLA 8 Payroll

Example SLA 9 Public Relations

Example SLA 10 Legal & Procurement

Example SLA 11 Legal

Example SLA 12 Invoicing & Cashiering

Example SLA 13 HR Admin

Example SLA 14 Financial Accounting

Example SLA 15 Expenses

Example SLA 16 Maintenance

Example SLA 17 Internet Access

Example SLA 18 Call Center

Example SLA 19 Housekeeping

Example SLA20 Estates Facilities

Example SLA 21 Simple Estates Facilities

Example SLA 22 Facility Management Services

Example 23 Service Level Agreement Template

Powerpoint Presentation 1 Measuring Contractor Performance

Powerpoint Presentation 2 Tailored SLAs

Powerpoint Presentation 3 Seeing the Big Picture

E-Book SLA Handbook for Supply & Support Services

Index

BONUS ARTICLES

1 BS 15000 IT Service Management (5 pages)

2 Customer Support - Who Pays? (7 pages)

3 Data Loss Costs Money (4 pages)

4 Design of Effective Customer Satisfaction Surveys (10 pages)

5 From Reactive to Proactive (6 pages)

6 Why Outsourcing Contracts Go Wrong (3 pages)

7 Managing the Supply Chainwith SLAs (5 pages)

8 Shared Services - Coming of Age (5 pages)

9 SLAs & Balanced Scorecard (9 pages)

10 Introduction to SLAs (5 pages)

11 Structuring your IT Organization for Success (8 pages)

12 Supplier & Outsourcing Risk (11 pages)

13 The Strategic SLA (6 pages)

14 Beyond SLA - IT BCM (6 pages)

15 Industry Standard Tier Classifications
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