The complete guide to IT service level agreements : matching service quality to business needs
Andrew Hiles · Medical Entomology and Zoology · 1999
Contents Cover: - An overview of service level agreements, what they can and cannot do - Measurement of service availability and quality, key metrics and techniques that can be used - The practicality of designing, negotiating and implementing an SLA - Alternatives to SLAs and complementary quality-of-service markets. Sample checklists and forms are included in the appendices to ensure smooth implementation in your organization.