In an ideal business climate, all your service level agreements would align perfectly with business goals. Your company’s vision, definitions, requirements, and performance measurement would be clear. But in today’s fast-paced, complex world of outsourcing, you could use some help to make that a reality. Look no further! In A Rothstein Publishing Collection: Service Level Agreements, four key books by Andrew Hiles combine to help you achieve effective agreements.

In an ideal business climate, all your service level agreements would align perfectly with business goals. Your company’s vision, definitions, requirements, and performance measurement would be clear. But in today’s fast-paced, complex world of outsourcing, you could use some help to make that a reality. Look no further! In A Rothstein Publishing Collection: Service Level Agreements, four key books by Andrew Hiles combine to help you achieve effective agreements.Andrew Hiles draws on decades of experience to guide you in achieving service level agreements (SLAs) that are not simply legal documents, but are strategic business-centric tools that can lead to enduring, satisfying, and profitable relationships between customer and supplier.In this four-book package, you will receive a step-by-step guide to designing, negotiating, and implementing SLAs in your organization:Service Level Agreements: Winning a Competitive Edge for Support & Supply ServicesThe Complete Guide to IT Service Level Agreements: Aligning IT Service to Business NeedsE-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and OutsourcingCreating a Customer-Focused Help Desk: How to Win and Keep Your CustomersThese books include checklists, samples, statistics, and real-world case studies that will help you to:• Create clearly written SLAs that are unambiguous, comprehensive, and enforceable.• Balance service costs against quality for business advantage.• Provide the level of service that meets the expectations of customers and keeps them loyal.• Apply quality assurance techniques to the SLA to identify the right quality of service.• Prevent disputes between customers and suppliers.• Avoid catastrophic losses and day-to-day headaches.

TABLE OF CONTENTSCOPYRIGHT PAGEBOOK 1: THE COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS ALIGNING IT SERVICES TO BUSINESS NEEDS THIRD EDITIONChapter 1: An Overview of Service Level AgreementsChapter 2: The Measurement of Service Availability and QualityChapter 3: How Service Level Agreements Apply in an Applications Development EnvironmentChapter 4: Keys to Measuring and Monitoring ServiceChapter 5: The Downside RiskAppendix A: Service Level Agreement ChecklistAppendix B: Example Dekstop Support MetricsAppendix C: Traditional, IT Oriented SLAAppendix D: Example Simple Development SLAAppendix E: Checklist for Outsourcing & Facilities ManagementAppendix F: Example Desktop Support SLABOOK 2: SERVICE LEVEL AGREEMENTS: WINNING A COMPETITIVE EDGE FOR SUPPORT & SUPPLY SERVICESChapter 1: AN OVERVIEW OF SERVICE LEVEL AGREEMENTS: WHAT THEY CAN DO AND CANNOT DOChapter 2: THE MEASUREMENT OF THE SERVICE AVAILABILITY AND QUALITYChapter 3: HOW SERVICE LEVEL AGREEMENTS APPLY IN DEVELOPMENT OR CREATIVE ENVIRONMENTSChapter 4: KEYS TO MEASURING AND MONITORING SERVICE; DESIGNING AND IMPLEMENTING AN SLAChapter 5: THE DOWNSIDE RISK: ALTERNATIVES TO SERVICE LEVEL AGREEMENTS; THE SLA PAYOFFChapter 6: CASE STUDIES: SERVICE LEVEL AGREEMENTSChapter 7: CASE STUDY: SERVICE LEVEL AGREEMENT IN CONSTRUCTION MANAGEMENTAppendix A: SERVICE LEVEL AGREEMENT CHECKLISTAppendix B: SAMPLE SLA – ESCALATION PROCEDURE SERVICE LEVEL AGREEMENTAppendix C: STANDARD SLA FORMAT SERVICE LEVEL AGREEMENTAppendix D: REPROGRAPHICS & PRINT SLA CONTENTSSection 1: BASIS OF AGREEMENTSection 2: SERVICE OVERVIEWSection 3: SERVICE STANDARDSSection 4: SPECIAL REQUIREMENTSAppendix 1: STATEMENT OF SERVICE CHARGESAppendix 2: PERFORMANCE MEASURES AND STATISTICSAppendix 3: TURNAROUND TARGETSAppendix 4: SERVICE PRODUCTSAppendix 5: SERVICE PRODUCTS: STOCK PAPER ITEMSBOOK 3: E-BUSINESS SERVICE LEVEL AGREEMENTS1: THE E-BUSINESS CONTEXT2: SLAS FOR ISPS3: SLAS FOR ASPS4: SLAs FOR CLECS & OTHER *SPs5: MEASURING & MONITORING *SP PERFORMANCE6: OUTSOURCING ISSUES7: SOURCES OF HELP & ADVICEAPPENDIX A: SLA FOR CACHEAPPENDIX B: EXAMPLE INTERNET ACCESS SLAAPPENDIX C: SLA FOR A MANAGED LOTUS NOTES SERVICEAPPENDIX D: GLOSSARYAPPENDIX E: CUSTOMER SATISFACTION SURVEYBOOK 4: CREATING A CUSTOMER-FOCUSED HELP DESKChapter 1: Why Have One? What Is It?Chapter 2: Help Desk TrendsChapter 3: The Help Desk Service PortfolioChapter 4: Help Desk ToolsChapter 5: Who Owns Problems?Chapter 6: Help Desk OrganisationChapter 7: Help Desk ResourcingChapter 8: Help Desk Skills, Staffing & People IssuesChapter 9: Help Desk Service IssuesChapter 10: Charging for Help Desk ServicesChapter 11: Moving ForwardAppendix A: ContactsAppendix B: Example Desktop Support Services and MetricsAppendix C: Example Desktop Support SLAAppendix D: Example Job DescriptionsAppendix E: Help Desk ChecklistAppendix F: Features, Functions and Characteristics of Help Desk SoftwareAppendix G: Example Customer Satisfaction SurveyAppendix H: Staff Skills Assessment Matrix

In an ideal business climate, all your service level agreements would align perfectly with business goals. Your company’s vision, definitions, requirements, and performance measurement would be clear. But in today’s fast-paced, complex world of outsourcing, you could use some help to make that a reality. Look no further! In A Rothstein Publishing Collection: Service Level Agreements, four key books by Andrew Hiles combine to help you achieve effective agreements.Andrew Hiles draws on decades of experience to guide you in achieving service level agreements (SLAs) that are not simply legal documents, but are strategic business-centric tools that can lead to enduring, satisfying, and profitable relationships between customer and supplier.In this four-book package, you will receive a step-by-step guide to designing, negotiating, and implementing SLAs in your organization:Service Level Agreements: Winning a Competitive Edge for Support & Supply ServicesThe Complete Guide to IT Service Level Agreements: Aligning IT Service to Business NeedsE-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and OutsourcingCreating a Customer-Focused Help Desk: How to Win and Keep Your CustomersThese books include checklists, samples, statistics, and real-world case studies that will help you to:• Create clearly written SLAs that are unambiguous, comprehensive, and enforceable.• Balance service costs against quality for business advantage.• Provide the level of service that meets the expectations of customers and keeps them loyal.• Apply quality assurance techniques to the SLA to identify the right quality of service.• Prevent disputes between customers and suppliers.• Avoid catastrophic losses and day-to-day headaches.