Service level agreements: measuring cost and quality in service relationships
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London [u..a.]
Chapman & Hall
1993
|
| Edition: | 1. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 126 S. graph. Darst. |
| ISBN: | 0412542404 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Preface
Acknowledgements
List of figures
1 An overview of service level agreements: what they can and
cannot do 1
1.1 Introduction 1
1.2 Service level agreements: definition 2
1.3 Serving the business 4
1.4 Quality standards IS O 9004 Part 2 6
1.5 Availability 6
1.6 Performance: speed, response and accuracy 7
1.7 Security 8
1.8 Quality: process control 8
1.9 Service products 9
1.10 Points of delivery and delivery mechanisms 9
1.11 Service culture 9
1.12 ButwhySLAs? 10
Checklist 1: Service orientation 11
2 The measurement of service availability and quality: key metrics
and techniques which may be used 15
2.1 Introduction 15
2.2 Service availability 15
2.3 Change management 17
2.4 Problem management 18
2.5 Critical component analysis 18
2.6 Relationship with security and contingency planning 20
2.7 Scope of service 22
2.8 Service hours 22
2.9 Real time services 23
2.10 Background services 24
2.11 Administrative services 24
2.12 Remote services 26
2.13 Subcontracts 26
2.14 Help desk and customer support 27
2.15 Security services 27
2.16 Special requirements 27
2.17 Standardization 28
2.18 Customer self help 28
2.19 Training 28
2.20 Customer satisfaction survey 28
Checklist 2: Service level quantification Critical component
failure analysis 29
Sample customer satisfaction survey 30
3 How service level agreements apply in a development or creative
environment 35
3.1 Creative and development functions 35
3.2 Standards 36
3.3 Feasibility study 37
3.4 Analysis/specification 38
3.5 Design 38
3.6 Invitation to tender/contract 39
3.7 Implementation 40
3.8 Post implementation review 40
3.9 Service orientation 40
4 Keys to measuring and monitoring service: designing and
implementing an SLA 41
4.1 Measuring performance and availability 41
4.2 Balancing detail with practicality 43
4.3 What to include in an SLA 44
4.4 Shell, template, model and standard SLAs 45
4.5 The service handbook 46
4.6 Service level survey 47
4.7 Charging for services 47
4.8 Infinite capacity and 100% availability? 52
4.9 Realistic limits to service 53
4.10 Procurement 54
4.11 Organizational issues 55
4.12 Pilot implementation . 59
4.13 Negotiating with the customer 60
4.14 Reporting actual performance against SLA 61
4.15 Service review meetings 65
4.16 The customer review meeting 66
4.17 Service motivation 66
4.18 Extending SLAs 68
Service level survey 69
Terms of reference for marketing and sales manager 72
Terms of reference for customer account managers 72
5 The downside risk, alternatives to service level agreements and
the SLA payoff 74
5.1 SLAs: reasons for failure 74
5.2 Alternatives to SLAs 75
5.3 Performance indicators 75
5.4 Availability and response targets 76
5.5 Benchmark checks 78
5.6 Business satisfaction analysis 78
5.7 The SLA payoff: success stories 80
5.8 Where next? 81
5.9 Conclusion 81
6 Case study: service level agreements in construction management 83
6.1 Introduction 83
6.2 Background 84
6.3 Construction management typical approach 85
6.4 Construction management service oriented approach 86
6.5 Service levels in construction management 87
6.6 Service levels in construction management — identifying metrics for
management services 89
Appendices
A Service level agreement checklist 94
B Sample service level agreement and escalation procedure 107
C Standard SLA 118
Bibliography 123
Index 125
|
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| indexdate | 2024-07-09T17:47:53Z |
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| isbn | 0412542404 |
| language | English |
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| spelling | Hiles, Andrew Verfasser aut Service level agreements measuring cost and quality in service relationships Andrew Hiles 1. ed. London [u..a.] Chapman & Hall 1993 126 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Service industries Cost control Service industries Quality control Service-level agreements Total quality management Qualitätskosten (DE-588)4238366-3 gnd rswk-swf Qualitätskosten (DE-588)4238366-3 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006761849&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hiles, Andrew Service level agreements measuring cost and quality in service relationships Service industries Cost control Service industries Quality control Service-level agreements Total quality management Qualitätskosten (DE-588)4238366-3 gnd |
| subject_GND | (DE-588)4238366-3 |
| title | Service level agreements measuring cost and quality in service relationships |
| title_auth | Service level agreements measuring cost and quality in service relationships |
| title_exact_search | Service level agreements measuring cost and quality in service relationships |
| title_full | Service level agreements measuring cost and quality in service relationships Andrew Hiles |
| title_fullStr | Service level agreements measuring cost and quality in service relationships Andrew Hiles |
| title_full_unstemmed | Service level agreements measuring cost and quality in service relationships Andrew Hiles |
| title_short | Service level agreements |
| title_sort | service level agreements measuring cost and quality in service relationships |
| title_sub | measuring cost and quality in service relationships |
| topic | Service industries Cost control Service industries Quality control Service-level agreements Total quality management Qualitätskosten (DE-588)4238366-3 gnd |
| topic_facet | Service industries Cost control Service industries Quality control Service-level agreements Total quality management Qualitätskosten |
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