Service Level Agreements
Service Level Agreements
Regular price
Checking stock...
Regular price
Checking stock...
Summary
A service level agreement details the level of service which a customer can expect. This study defines the agreement and describes how to quantify service quality and achieve the right balance between quality and cost. It provides guidelines for implementation, including checklists and examples.
The feel-good place to buy books
- Free delivery in Australia
- Supporting authors with AuthorSHARE
- 100% recyclable packaging
- Proud to be a B Corp – A Business for good
- Buy-back with Ziffit
Service Level Agreements by Andrew Hiles
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.
Andrew Hiles was founder and Chairman of the first international user group for business continuity and disaster recovery planning; founding Director and first Fellow of the Business Continuity Institute; and a founder of the World Food Safety Organisation.
He is an acclaimed international presenter on risk and business continuity management and author of five other books on these topics - some are required reading at universities across North America and the Middle East.
As a Director of Kingswell International, Andrew delivers consultancy, workshops and seminars across Europe, the Pacific Rim and Australasia, North and South America, India, the Middle East, India, China and Africa and has presented on radio and television.
In 1999 he was nominated for lifetime achievement at the Business Continuity Institute / Corporate Insurance and Risk Awards in London and in 2004 he was inducted to the BC Hall of Fame by CPM magazine in Washington DC.
He is an acclaimed international presenter on risk and business continuity management and author of five other books on these topics - some are required reading at universities across North America and the Middle East.
As a Director of Kingswell International, Andrew delivers consultancy, workshops and seminars across Europe, the Pacific Rim and Australasia, North and South America, India, the Middle East, India, China and Africa and has presented on radio and television.
In 1999 he was nominated for lifetime achievement at the Business Continuity Institute / Corporate Insurance and Risk Awards in London and in 2004 he was inducted to the BC Hall of Fame by CPM magazine in Washington DC.
| SKU | Unavailable |
| ISBN 13 | 9780412542404 |
| ISBN 10 | 0412542404 |
| Title | Service Level Agreements |
| Author | Andrew Hiles |
| Condition | Unavailable |
| Binding Type | Hardback |
| Publisher | Cengage Learning EMEA |
| Year published | 1993-03-04 |
| Number of pages | 256 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |