SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY by Andrew Hiles

SERVICE LEVEL AGREEMENTS:
A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
2008 - 12th EDITION
by Andrew Hiles

ISBN 1-931332-44-4
Published by Rothstein Associates Inc.
IN STOCK FOR IMMEDIATE SHIPMENT

===============================

Now every IT services professional can have effective SLAs! SERVICE LEVEL
AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
brings together all of the critical elements needed to build a Service Level
Agreement, with extensive templates, examples and tools. It reflects the combined
expertise and SLA development experience from over 50 man-years of consulting
effort.

===============================

Save $54.00!!!

For a limited time, special pricing is available on SERVICE LEVEL
AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY and
the companion book, THE COMPLETE GUIDE TO IT SERVICE LEVEL
AGREEMENTS: ALIGNING IT SERVICE TO BUSINESS NEEDS (3rd Edition)!

Save $54.00!!!
(See below for details)

===============================

Alternate product: For general business and non-technology environments,
see: SERVICE LEVEL AGREEMENT FRAMEWORK FOR BUSINESS
SERVICES (order #DR603 or DR603A).

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Previously, the thought of developing a Service Level Agreement was a daunting
prospect. No more.

SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND
TECHNOLOGY brings together the critical elements needed to build a Service
Level Agreement. All you do is choose the plan elements you require, load them
into a standard word processor, edit them to your specifications, and you're done!
It's that simple. No programming experience is required. SERVICE LEVEL
AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY is
easy to operate. It will save you days, weeks, possibly even months of valuable
time. Now every IT Service professional can have effective SLAs!

SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND
TECHNOLOGY reflects the combined expertise and SLA development from over 50
man-years of consulting effort!

===============================

Be sure to check out the companion book, order #DR595, THE
COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT
SERVICE TO BUSINESS NEEDS, also by Andrew Hiles!

===============================

OVERVIEW OF FILES

Apart from README.DOC, you also have the documents:

- SLA HANDBOOK is contained in SLA Handbook: this, with the Model
SLAs make the model for your in-house SLA Handbook on Service Level
Agreements (see Contents below). Simply incorporate the relevant services into
your own SLAs (expanding the service level metrics to suit your organisation) and
delete irrelevant services as necessary
- 20+ Model SLAs and OLAs ranging from Banking, Help Desk & Call
Center, Desktop Support, Maintenance etc to ISPs and a total SLA integrating IT
and Business Strategy, Service Levels, Infrastructure and Disaster Recovery
requirements.
- A detailed Request for Information for outsourcing software and web
development, maintenance and support together with two automated vendor
evaluation matrices.
- There are also Documents including a sophisticated Customer
Satisfaction Questionnaire, Performance Reports, Management Reports and
Statistics, Outsourcing checklist etc.
- There are three SLA presentations
- Finally, there are useful articles concerning various aspects of SLAs.

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CONTENTS

DOCUMENTS:
0. READ ME (8 pages)
Doc 1 Customer Satisfaction Survey (7 pages)
Doc 2 Outsourcing Checklist (2 pages)
Doc 3 PC Support Example – Service products (6 pages)
Doc 4 Service Quality Improvement Activity Chart (5 pages)
Doc 5 SLA Checklist V2 (12 pages)
Doc 6 Example Performance Reports (10 examples)
Doc 7 SLA Management Report V11 (7 pages)
Doc 8 Help Desk and Call Centre Statistics (2 pages)
Doc 9 Example # 1 Contract Review (16 pages)
Doc 10 Example # 2 Contract Review (20 pages)
Doc 11 Example Escalation Procedure (4 pages)
Doc 12 Workpackage Description (1 page)
Doc 13 Specification and Vendor Evaluation (9 pages)
Doc 14 Contractor Checklist (3 pages)
Doc 15 Non-Disclosure Agreement (1 page)
Doc 16 Non-Disclosure Agreement (3 pages)

MODELS:
1. Model 1 – SLA Template (15 pages)
2. Model 2 – Field Service Engineering Agreement (23 pages)
3. Model 3 – Software Template (7 pages)
4. Model 4 – Development Template (11 pages)
5. Model 5 – One Page SLA (3 pages)
6. Model 6 – PC Support (45 pages)
7. Model 7 – SLA Standard (10 pages)
8. Model 8 – Mainframe SLA (21 pages)
9. Model 9 – Detail of a Maintenance SLA (36 pages)
10. Model 10 – Maintenance SLA (2) (15 pages)
11. Model 11 – Call Center SLA (39 pages)
12. Model 12 - Banking (19 pages)
13. Model 13 – ISP SLAs (18 pages)
14. Model 14 – ASP SLAs (12 pages)
15. Model 15 – CLEC SLAs (4 pages)
16. Model 16 – Internet Access SLA (5 pages)
17. Model 17 – Tiers & Site SLA (14 pages)
18. Model 18 – Competence Center SLA (20 pages)
19. Model 18a – Appendix D to Competence Center SLA (4 pages)
20. Model 19 - Operational Level Agreement v1 (7 pages)
21. Model 19a – Appendix D to AM OLA (4 pages)
22. Model 20 - Operational Level Agreement IM v3 (8 pages)
23. Model 20a – Appendix D to IM OLA (4 pages)
24. Model 21 – Example Service Catalog (4 pages)
25. Model 22a – Draft Outsourcing RFI (15 pages)
26. Model 22b - RFI Evaluation Matrix (4 pages)
27. Model 22c – RFI Evaluation Matrix 2 (1 page)
28. Model 23 – Data Center Recovery Site SLA (9 pages)
29. Model 24 – Mechanical & Electrical Services Description and
Service Level Agreement (35 pages)
30. Model 25 – Financial Accounting SLA (30 pages)
31. Model 31 - Sample Service Level Agreement Template

POWERPOINT PRESENTATIONS:
Pres 1 Measuring Contractor Performance - Presentation (28 slides)
Pres 2 Tailored SLAs - Presentation (15 slides)
Pres 3 Seeing the Big Picture (25 slides)
Book SLA Handbook V9 (57 pages)

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 Chain with 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 BPM (6 pages)
15 Industry Standard Tier Classifications (4 pages)

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SLA HANDBOOK CONTENTS

1. INTRODUCTION
1.1 The Quality Improvement Program (QIP)
1.2 ISO 9001
1.3 Handbook Contents
1.4 Cross Linking with other QIP Pilot Projects

2. SERVICE LEVEL MANAGEMENT DISCIPLINES
2.1 Principles of Service Management
2.2 Service Support Characteristics
2.3 Service Management Disciplines
2.4 Availability Management
2.5 Performance Management
2.6 Capacity Management
2.7 Security Management
2.8 Change Management
2.9 Problem Management
2.10 Environment Management
2.11 Quality Management
2.12 Service Ownership
2.13 Point of Delivery

3. SERVICE LEVEL AGREEMENT DEFINITIONS, METRICS AND
MEASUREMENT
3.1 Service Level Agreement - Definition
3.2 Service Quality - Definitions
3.3 Service Quality Definitions and Metrics
3.4 Service Quality Values
3.5 Service Measurement
3.6 Service Quality Dependencies

4. AIMS, PITFALLS AND HINTS ON IMPLEMENTATION OF SERVICE
LEVEL AGREEMENTS

5. SLA DOCUMENTATION

5.1 Introduction
5.2 The Agreement
5.3 The Service Brochure
5.4 Shell, Template, Model and Standard SLAs
5.5 SLA Design
5.6 Reporting

6. SLA ROLES AND RESPONSIBILITIES
6.1 Introduction
6.2 IT Service Sector
6.3 Project Manager
6.4 Quality Assurance (QA)
6.5 QIP Steering Committee

7. AUDIT CHECKLIST
7.1 Service Management
7.2 SLA Documentation
7.3 Development
7.4 Customer Relationships
7.5 Customer Satisfaction Surveys
7.6 Service Review
7.7 Responsibilities
7.8 Problem Management
7.9 Procedures

8. SLA AUTOMATION
8.1 Introduction
8.2 Tools Available
8.3 Problem Management
8.4 Change Control
8.5 Schematic: Automation of Service Level Reporting

9. CONCLUSION
9.1 "Get it Right" - But start now!
9.2 The Pilot Project
9.3 The Way Ahead

APPENDICES
A.A Model SLA

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REQUIREMENTS

SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND TECHNOLOGY
consists primarily of user files that run on standard word processing software such
as Microsoft Word or Corel Wordperfect.

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INSTRUCTIONS FOR USING SERVICE LEVEL AGREEMENT
FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY

Getting started with SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND
TECHNOLOGY is easy. Simply copy the SERVICE LEVEL AGREEMENT
FRAMEWORK FOR IT AND TECHNOLOGY files onto a subdirectory designated
for Service Level Agreement development. Simply use the files you desire, and
customize them to your specifications using any compatible word processing
software.
SERVICE LEVEL AGREEMENT FRAMEWORK FOR IT AND TECHNOLOGY is
designed to be custom tailored to each user's needs for Service Level Agreements.
Simply select the documents you require. Edit them to fit your needs. Assemble
them into a logical sequence that makes the most sense to you.

The most productive way to use SERVICE LEVEL AGREEMENT FRAMEWORK
FOR IT AND TECHNOLOGY is to review the materials in Sections 1 to 9 plus all
the other files before adapting specific elements into a working Service Level
Agreement.

The documents are designed for simple amendment. Your organization's name
can be included simply by replacing XXXXXX with your organization's name. You
can insert values that are relevant to your organization by using spell check: this
will highlight relevant parts for you to amend.

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EXCERPT FROM SLA HANDBOOK

2.3 SERVICE MANAGEMENT DISCIPLINES
In order to manage service levels, disciplines have to be in place to manage:
- availability
- performance
- capacity
- security
- change
- problems
- environment
- quality.

2.4 AVAILABILITY MANAGEMENT
Availability Management is the management of the processing paths and the
creation of resilience and alternative routes.

2.5 PERFORMANCE MANAGEMENT
Performance Management is the optimization of throughput, response and
accuracy for a given resource.

2.6 CAPACITY MANAGEMENT
Capacity Management involves balancing performance against resource provision
and ensuring that adequate capacity exists to meet the required service levels.

2.7 SECURITY MANAGEMENT
Security Management underwrites the integrity and availability of systems to
specified minimum requirements. It embraces physical and logical access
control, data and systems integrity, and contingency planning.

2.8 CHANGE MANAGEMENT
Change Management is the process of assessment of the impact of proposed
changes to Configuration Items - whether resulting from problems or enhancement
requirements - and the controlled implementation of agreed changes to ensure that
prerequisites, corequisites and follow-up actions are implemented to protect the
integrity of the systems and to minimize adverse impact on the users.

2.9 PROBLEM MANAGEMENT
Problem Management involves preempting problems; taking proactive preventative
measures; diagnosing and analysing the problems or faults and pursuing problems
to resolution, taking escalation action where necessary.

2.10 ENVIRONMENT MANAGEMENT
Environment Management involves the creation and maintenance of a physical
environment within the hardware operating specifications with resilient plant, power
and (where necessary) water supplies.

2.11 QUALITY MANAGEMENT
Quality Management, among other things, should ensure that every aspect of a
development project or live service adheres to quality procedures and can be
audited within a quality program.

2.12 SERVICE OWNERSHIP
SLAs cannot be effective unless 'ownership' of the components of the service is
clearly defined and inter-related responsibilities are clearly established. A
customer-supplier relationship needs to be established in to define responsibilities
for all intermediate services.

2.13 POINT OF DELIVERY
The point of delivery of the service has to be defined (e.g. to the network or on the
customer's desk). The service provider can reasonably only deliver services to a
specific service level across areas within its control or where intermediate
responsibilities and quality have been defined.

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EXCERPT FROM MODEL 4: AGREEMENT FOR DEVELOPMENT
SERVICES

2.1 Provision of Services
xxx shall provide the following services to the customer:

2.1.1 Software Development
The design, development, supply, delivery, installation, testing and implementation
of new software programs and associated documentation as agreed with the
customer.

2.1.2 Consequential Amendments to Software
Where alterations or amendments are made by xxx to hardware, software or
network which have an adverse effect on Software, the provision and
implementation of such amendments to Software as are necessary to remedy
such adverse effects.

2.1.3 Enhancements to Existing Software
The design, development, supply, delivery, installation, testing and implementation
of enhancements to existing software programs and associated documentation as
agreed with the customer.

2.1.4 Preventative and Corrective Maintenance
Carrying out such preventative and/or corrective maintenance as shall be required
by the customer from time to time. Such work will be controlled by issue in
Releases.

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ABOUT 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 is 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. He is a founder Director of Kingswell, international consultants.
Having commenced his management career with the Royal Air Force, he pioneered
IT systems before leaving to take up a position within the Finance Department of
London Transport. Subsequently in their Central Productivity Unit he was a Senior
Projects Manager and later became responsible for the business re-engineering
function, implementing new services and major technical projects. He left to take
up a position with the UK Post Office as their first Business Systems Consultant
responsible for major projects. Andrew then joined the UK Atomic Energy
Authority at the Harwell Laboratories where he managed the supercomputing,
mainframe and other bureau and outsourcing services. Andrew is a pragmatic
consultant and trainer in the areas of Business Continuity Planning and Service
Management

Andrew left Harwell to set up Kingswell, an international training and consulting
company specializing in service management, customer - supplier relationships
and enterprise risk management.

He has helped hi-tech, financial, transport and government bodies to develop and
enhance Service Management, Customer Support and Service Desk functions and
has supported both customers and suppliers in Service Level Agreements, Market
Testing and Outsourcing.

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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Licensed for in-house use only by the initial purchaser, for ONE company.

Developer, Multi-site and Enterprise licensing is available; contact Rothstein
Associates Inc. (info@rothstein.com) for details.

===============================

Published by Rothstein Associates Inc.
2008, 12th Edition, CD-ROM.
Order #SL602
ISBN #1-931332-44-4

******* SEE BELOW FOR SPECIAL OFFER ******

IN STOCK FOR IMMEDIATE SHIPMENT

===============================

Be sure to check out the companion book, #DR595: The Complete Guide
to IT Service Level Agreements, by Andrew Hiles!

===============================

SPECIAL, LIMITED OFFER

Save $54.00!!!

For a limited time, special pricing is available on SERVICE LEVEL
AGREEMENTS: A FRAMEWORK ON CD-ROM and the companion book, THE
COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT
SERVICE TO BUSINESS NEEDS!

Save $54.00!!!

Purchase SERVICE LEVEL AGREEMENTS: A FRAMEWORK
ON CD-ROM FOR IT AND TECHNOLOGY and the companion book, THE
COMPLETE GUIDE TO IT SERVICE LEVEL AGREEMENTS: ALIGNING IT
SERVICE TO BUSINESS NEEDS - save $54.00 with this offer!

Order #SL602A
(Retail sales only; Prepaid orders only)

===============================
OR - - - Order #SL602, (CD only): SERVICE LEVEL AGREEMENTS: A
FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
ISBN #1-931332-44-4
===============================