Foundations of Service Level Management (Other Sams)

Features

• Cover Type: Paperback with 272 pages
• Published by: Sams April 15, 2000
• Written in: English
• ISBN 10 Number: 0672317435
• ISBN 13 Number: 978-0672317439
• Book Dimensions: 8.9 x 5.9 x 0.9 inches
• Weighs: 1 pounds

Reader Reviews
There is a real dearth of books that deal with service level management from an IT pespective, which makes this a "must-have" for consultants, production services managers and others in IT whose job involves service delivery. The book is straightforward and puts service level management into perspective. It addresses all key process areas for establishing, implementing and managing service delivery. Also provided are artifacts from the authors' web site that are invaluable to anyone who is in the process of implementing SLM. I especially like the business case approach taken to quantify the value of a sound service delivery program, and also thought that treament of how to negotiate a service level agreement was a highlight of this book. Why 4 stars instead of 5? Some of the URLs provided in the book either were dead or led to sites that did not provide valuable content. If service delivery is your business I strongly recommend this book. There are two companion books that should also be on your book shelf: IT Services Costs, Metrics, Benchmarking and Marketing (the material complements this book) and Mission Critical Systems Managemet (also complements this book, but also has an excellent SLA template and addresses SLM in a comprehensive manner). Comment | | (Report this)