This volume describes how to manage the service relationship between provider and customer. A service level agreement defines the level of service which a customer can expect. As such, it is appropriate to all in-house services, where legal contracts do not exist, as well as to external services where a formal contract describing a business relationship is inappropriate for defining service quality in terms of the day-to-day customer relationship. This book defines service level agreements and describes how to quantify service quality and achieve the right balance between quality and cost. A plan for implementing service level agreements is provided, including checklists and worked examples. The book examines the practicalities of designing a service level agreement and explains the negotiation and implementation stages. These techniques apply equally to in-company service users and external commercial customers. They are applicable to any service and will improve customer satisfaction while containing service costs.

Service Level Agreements: Measuring Cost and Quality in Service Relationships

Business & Money

Hiles, Andrew

Management & Leadership

Chapman & Hall

With a pedigree going back over ten years, The Definitive Handbook of Business Continuity Management can rightly claim to be a classic guide to business risk management and contingency planning, with a style that makes it accessible to all business managers. Some of the original underlying principles remain the same – but much has changed. This is reflected in this radically updated third edition, with exciting and helpful new content from new and innovative contributors and new case studies bringing the book right up to the minute. 
This book combines over 500 years of experience from leading Business Continuity experts of many countries. It is presented in an easy-to-follow format, explaining in detail the core BC activities incorporated in BS 25999, Business Continuity Guidelines, BS 25777 IT Disaster Recovery and other standards and in the body of knowledge common to the key business continuity institutes. Contributors from America, Asia Pacific, Europe, China, India and the Middle East provide a truly global perspective, bringing their own insights and approaches to the subject, sharing best practice from the four corners of the world. We explore and summarize the latest legislation, guidelines and standards impacting BC planning and management and explain their impact. The structured format, with many revealing case studies, examples and checklists, provides a clear roadmap, simplifying and de-mystifying business continuity processes for those new to its disciplines and providing a benchmark of current best practice for those more experienced practitioners. This book makes a massive contribution to the knowledge base of BC and risk management. It is essential reading for all business continuity, risk managers and auditors: none should be without it.

The Definitive Handbook of Business Continuity Management

wiley

Hiles and Barnes provide comprehensive conceptual and practical guidance for managers and businesses who want to establish a strategy for protecting their organization from disruption and disaster.

Definitive Hdbk of Business Continuity

John Wiley&Sons

Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements.

Complete Guide to IT Service Level Agreements: Matching Service Quality to Business Needs (1999/2000 EDITION)

Industries

Rothstein Associates Inc.

Business Continuity: Best Practices

Rothstein Associates

This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators. The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!

Service Level Agreements: Winning A Competitive Edge for Support & Supply Services

This volume came about as a result of the authors' own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: "What is the best Help Desk software package?" or "What is the best way to set up a Help Desk?" Our only response has to be "Best for whom? It all depends." A key objective of this book is to show how and why "It all depends" and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).

Creating A Customer-Focused Help Desk: How to Win and Keep Your Customers

Gunn, Yvonne

BCM Framework CD-ROM for Business Continuity Management (Business Continuity Management Series)

Your customers don't care whether it is you, your ISP, ASP, or other outsourced provider who screws up - they just know they can't do business with you when they want to. All that matters is that your e-business is failing to deliver - and that you need to hold someone accountable. Meaningful Service Level Agreements (SLAs) are unambiguous, comprehensive, and enforceable. SLAs commit suppliers to a defined quality of service: failure to meet explicit service levels can result in penalties or even legal action. Spectacular losses often follow e-business outages, particularly when SLAs are not in force. The biggest hit is not necessarily loss of income or profit, but impact on stock values - especially when markets are skittish. Some losses have exceeded $40 million with stock values falling by 26%. This book offers the keys to effective SLAs with Internet Service Providers (ISPs) and Application Service Providers (ASPs), which can go a long way toward averting catastrophic losses as well as day-to-day headaches

E-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and Outsourcing

Computers & Technology

Internet & Social Media

There is no one writing about Business Continuity today who is better informed and clearer thinking than Andrew Hiles. --Lyndon Bird, FBCI, Technical Director, The Business Continuity Institute Put World-Class Consultant Andrew Hiles on Your BC Team Get His 600-Page Package of New Book + 41 Free Downloads Now! After consulting for 35 years in 60 countries, Hiles has just about seen it all when it comes to BC practices--the good, the bad, and the ugly. In this new 3rd edition of his classic text, he shares his hard-won tips and tools about what works and why. It's like putting one of the planet's most highly regarded consultants on your team for less than $100! In his 256-page book, Hiles draws on his years of global experience to provide step-by-step guidance in building and maintaining a world-class BC management system and plan. He includes case studies, real life examples, self-test questions, and field-tested checklists, forms, and charts. An accompanying Free Download of 360 pages in 41 files contains editable models, templates, and spreadsheets; sample plans and questionnaires; timely articles, and more. They all add up to practical tips and tools that will spare you costly mistakes and help you create a business continuity management system based on the best global intel currently available--and conveniently all in one place! New in this 3rd edition, Hiles: 
<ul>
<li>Distills 200+ international Business Continuity standards, guidelines, laws, and regulations into those most relevant to various situations. In a quick-reference format, he summarizes each; evaluates its relevance, importance, usability, pros, and cons; and, gives guidance on how and why to choose those best for an organization and locale, including the new ISO 22301 and its likely effects.</li>
 <li>Shares field-tested, hands-on tools and insider tips that will help practitioners avoid pitfalls and costly mistakes, including: <ul>
<li>Case studies </li>
<li>Real-life examples </li>
<li>Sample questionnaires, including soft-copy risk and impact assessment questionnaires and editable vital records and vital materials questionnaire </li>
<li>Self-test questions and discussion questions </li>
<li>Checklists, forms, sample action plans, charts, graphs </li>
<li>Emergency management policy and procedures </li>
<li>Comprehensive glossary of important BCM terms and concepts </li>
<li>Full professional index 
</li>
</ul>
</li>
<li>Provides 360 PAGES/41 FILES of FREE DOWNLOADS the equivalent of another book! Downloads include: <ul>
<li>16 practical articles including Managing Management, Pitching Preparedness, The Politics of Recovery Testing, Managing Supply Chain Risk, and Why Outsourcing Contracts Go Wrong. </li>
<li>Sample plans, reports, and questionnaires. </li>
<li>Editable spreadsheets for calculating Productivity and Sales Losses; Customer Lifetime Value; and True Cost of Disaster to help create a comprehensive Business Impact Assessment that will develop a strong business case for BCM. </li>
<li>Reproducible forms, charts, and checklists. </li>
<li>A much-requested BC coordinator job description. </li>
<li>45-question/one-hour BC exam to test your knowledge or prepare for certification exams. </li>
<li>18-page whitepaper on the new ISO 22301 standard, providing an overview of its ramifications and links with other standards, full text of clauses, and information on how to integrate and implement it. 
</li>
</ul> Andrew Hiles, FBCI, was founding director and first fellow of the Business Continuity Institute. In 2004 he was inducted into the Business Continuity Hall of Fame by CPM Magazine for demonstrating consistent high standards over time and global reach.</li>
</ul>

Hiles on Business Continuity: Global Best Practices, 3rd Edition, with Free Downloads of Editable Models, Templates, Spreadsheets and More

Insurance

Rothstein Publishing

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