Publisher's Synopsis
This essential handbook provides a practical review of the pros and cons of service level agreements, clear guidance on what type of SLA is appropriate in what circumstances, when they should be avoided and how to design and implement them.;IT Service Level Agreements: The Complete Guide ensures that as a service provider you will not become a scapegoat, and that achievable targets are set to the advantage of both you and your customers. Full guidance is provided on how to set up the necessary agreements, how to ensure availability of systems is effectively controlled.;An invaluable aid to IT managers, data centre managers, computer services and systems and operations managers.
