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

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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.

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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)

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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!

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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)

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

Management Issues

SLA Framework for IT and Technology

Rothstein Associates Inc.