Service Level Agreements : a Legal and Practical Guide.

By reading this a short, legal and practical guide to SLAs, you should be able to quickly come up to speed with some of the legal and practical issues that might arise. Negotiating the SLA and putting the SLA into action are also discussed in the pocket guide. Whilst short and easy to digest, case r...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Desai, Jimmy
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ely : IT Governance Pub., 2010.
Temas:
Service-level agreements.
Information technology > Quality control.
Service industries > Quality control.
Qualité de service.
Technologie de l'information > Qualité > Contrôle.
Services (Industrie) > Qualité > Contrôle.
COMPUTERS > Computer Literacy.
COMPUTERS > Computer Science.
COMPUTERS > Data Processing.
COMPUTERS > Hardware > General.
COMPUTERS > Information Technology.
COMPUTERS > Machine Theory.
COMPUTERS > Reference.
COMPUTERS > General.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • FOREWORD; PREFACE; ABOUT THE AUTHOR; ACKNOWLEDGEMENTS; CONTENTS; CHAPTER 1: WHY DO YOU NEED A SERVICE LEVEL AGREEMENT?; CHAPTER 2: WHERE SLAs GO WRONG; CHAPTER 3: BUILDING THE FOUNDATION FOR THE SLA; CHAPTER 4: DRAFTING THE SLA AND KEY CLAUSES; CHAPTER 5: MANAGING THE SUPPLIER; CHAPTER 6: NEGOTIATING THE SLA; CHAPTER 7: PUTTING THE SLA INTO ACTION; ITG RESOURCES.

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