SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR SERVICE BUSINESSES

SERVICE LEVEL AGREEMENTS:
A FRAMEWORK ON CD-ROM FOR BUSINESS SERVICES
2008 EDITION
by Andrew Hiles

Published by Rothstein Associates Inc.
IN STOCK FOR IMMEDIATE SHIPMENT
ISBN 1-931332-45-2

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SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR BUSINESS
SERVICES brings together the critical elements needed to build a Service Level Agreement
for service or supply businesses (non-technology focused), with extensive templates,
examples and tools.

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SPECIAL OFFER: Save $50.00!!!

For a limited time, special pricing is available on SERVICE LEVEL AGREEMENTS: A
FRAMEWORK ON CD-ROM FOR BUSINESS SERVICES plus the companion book,
SERVICE LEVEL AGREEMENTS: WINNING A COMPETITIVE EDGE FOR SUPPLY AND
SUPPORT SERVICES.
(See below for details)

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For IT and technology environments, see: SERVICE LEVEL AGREEMENT
FRAMEWORK FOR IT AND TECHNOLOGY (order #DR602).

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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 BUSINESS
SERVICES 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 required. SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON
CD-ROM FOR BUSINESS SERVICES is easy to operate. It will save you days, weeks,
possibly even months of valuable time. Now every professional can have effective SLAs!

SLA FRAMEWORK reflects the combined expertise and SLA development from over 50
man-years of consulting effort.

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Be sure to check out the companion book, (order #DR450), SERVICE LEVEL
AGREEMENTS: WINNING A COMPETITIVE EDGE FOR SUPPLY AND SUPPORT
SERVICES also by Andrew Hiles!

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OVERVIEW OF FILES

Apart from README, you also have the documents SLA Handbook for Supply and Support
Services and Example SLA 1 through 5. The Handbook contains case studies and examples
and, from these and the example SLAs you should be able to adapt a suitable format and
establish appropriate metrics for any service.

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CONTENTS OF SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR
BUSINESS SERVICES

0. READ ME
Doc 1 Customer Satisfaction Survey
Doc 2 Accountant SLA Checklist
Doc 3 Outsourcing Checklist
Doc 4 Specification and Vendor Evaluation
Doc 5 Vendor Checklist
Doc 6 Non-Disclosure Agreement

Example SLA 1 Model
Example SLA 2 Training
Example SLA 3 Escalation Procedure
Example SLA 4 Reprographics
Example SLA 5 FSE
Example SLA 6 Template
Example SLA 7 Procurement
Example SLA 8 Payroll
Example SLA 9 Public Relations
Example SLA 10 Legal & Procurement
Example SLA 11 Legal
Example SLA 12 Invoicing & Cashiering
Example SLA 13 HR Admin
Example SLA 14 Financial Accounting
Example SLA 15 Expenses
Example SLA 16 Maintenance
Example SLA 17 Internet Access
Example SLA 18 Call Center
Example SLA 19 Housekeeping
Example SLA20 Estates Facilities
Example SLA 21 Simple Estates Facilities
Example SLA 22 Facility Management Services

Powerpoint Presentation 1 Measuring Contractor Performance
Powerpoint Presentation 2 Tailored SLAs
Powerpoint Presentation 3 Seeing the Big Picture

E-Book SLA Handbook for Supply & Support Services
Index

BONUS 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 BCM (6 pages)
15 Industry Standard Tier Classifications

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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 ON CD-ROM FOR SERVICE BUSINESSES
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 BUSINESS SERVICES

Getting started with SERVICE LEVEL AGREEMENT FRAMEWORK FOR BUSINESS
SERVICES is easy. Simply copy the 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 BUSINESS SERVICES 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
BUSINESS SERVICES 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 14: FINANCIAL SERVICES SYSTEM ACCOUNTING SERVICE LEVEL
AGREEMENT

2.2 TBD will:

(a) Provide an IT environment within which the services/applications and associated software
can successfully run to given agreed timetables meeting service availability targets

(b) Support and maintain the application(s) software

(c) Support and maintain operating and any subsidiary software required ensuring the
applications run successfully (e.g. EFT)

(d) Provide support and maintenance for all associated hardware required to deliver the
service to the end user (e.g. communications network, printers EFT equipment etc.)

(e) Provide bespoke applications and other bespoke software (e.g. interfaces etc.
maintenance, developments and support)

(f) Have prime responsibility for TBD developments and maintenance of the Business
Objectives universe(s)

(g) Ensure that all aspects of the service provision and delivery that are the responsibility of
the TBD are free from major audit findings

(h) Provide a problem logging, monitoring, resolution and information service for all
ervices/application(s) problems which require third party software vendor action, hardware
vendor action or were developed 'in-house'

(i) Provide management information to TBD indicating clearly machine and hardware high
water marks and usage trends, process timings, incident report for major failures and other
information as requested on an ad hoc basis this must enable proactive action to be taken
prior to failures occurring due to monitorable causes (e.g. disk space full due to trend growth)

(j) Provide monitoring and system support outside of normal office hours for all
services/application(s) including the overnight batch, scheduled weekend and bank holiday
working and the local high-speed printers. It should be noted that Saturday working is
generally required to complete the Friday night batch and in certain exceptional
circumstances this can extend to the Sunday

(k) Provide support for unscheduled work (see Section 3 for definitions) on a best endeavor
basis

(l) Provide consulting/assistance to TBD as required

(m) Ensure that appropriate hardware and software maintenance contracts are in place

(n) Ensure that suitable and appropriate disaster recovery/contingency policies are in place
and can be implemented if and when required

(o) Control, and provide, operating system(s) access and security as per user request which
have been authorized by TBD

(p) Provide systems monitoring, advice and system support throughout the online day

(q) Provide advice on hardware upgrade requirements and performance planning

(r) Support the network infrastructure.

The current configurations used include a production machine and a test/development
machine, which will act as the disaster recovery machine in the near future. All of the above
will generally apply to both configurations with the test machine supported in the same
manner as production during critical testing periods.

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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.

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Published by Rothstein Associates Inc.
2008, CD-ROM. Order #DR603
ISBN #1-931332-45-2
IN STOCK FOR IMMEDIATE SHIPMENT

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

Be sure to check out the companion book, #DR450: Service Level Agreements: Winning a
Competitive Edge for Supply and Support Services, by Andrew Hiles!

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

SPECIAL, LIMITED OFFER: Save $50.00!!!

For a limited time, special pricing is available on SERVICE LEVEL AGREEMENTS:
A FRAMEWORK ON CD-ROM FOR BUSINESS SERVICES plus the companion book,
SERVICE LEVEL AGREEMENTS: WINNING A COMPETITIVE EDGE FOR SUPPLY AND
SUPPORT SERVICES by Andrew Hiles

Order #SL603A
(Retail sales only; Prepaid orders only)

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OR - - - Order #DR603, SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON
CD-ROM FOR BUSINESS SERVICES (CD only)
ISBN #1-931332-45-2
===============================

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