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Table Of Contents

Service level agreement
Mean time between failures
Mean time to recovery
Operational level agreement
Information Technology Infrastructure Library
IT service management
Call centre
Service Desk (ITSM)
Uptime
Shared web hosting service
Virtual private server
Dedicated hosting service
Web service
Cloud computing
Grid computing
Service-oriented architecture
Outsourcing
Outsourcing relationship management
IT cost transparency
Management as a Service
Sales outsourcing
Outsourcing of animation
Application Management Services Framework
Avasant
Caliber Point
Cloud storage
Contact centre (business)
Counsel On Call
Crowdsourcing
Divestment
E-lancing
Editorial process outsourcing
Employee exit management
Engineering process outsourcing
Global eProcure
Amar Gupta
Harvey Nash
Hybridshoring
Induction programme
Information technology
Inshoring
Intelligent customer
IQor
Legal outsourcing
LEO (computer)
Managed Print Services
Managed security service
Managed VoIP Service
Media Process Outsourcing
MITIE Group
Nearshoring
NetRom Software BV
Offshore Development Center
Offshore software R&D
Offshoring
Offshoring Research Network
Online outsourcing
Oregon Bridge Delivery Partners
Original equipment manufacturer
Outsource marketing
Outsourced document processing
Outsourcing Solution Director
Personal offshoring
PFSweb
Print and Mail Outsourcing
Programmers Guild
RELEX Group
Request for proposal
Rural outsourcing
Selfsourcing
Service level objectives
Service review
User:Snowboar11/Taskcity
Socially responsible outsourcing
Software testing outsourcing
Sourcing advisory
Sourcing advisors
Strategic sourcing
Technical support
Transfer of Undertakings (Protection of Employment) Regulations 2006
Transformational Outsourcing
Transition methodology
Virtual airline (economics)
VSoft Corporation
VSoft Technologies Private Limited
Website Management Outsourcing
Article Sources and Contributors
Image Sources, Licenses and Contributors
License
P. 1
Service Level Agreement: What you Need to Know For IT Operations Management

Service Level Agreement: What you Need to Know For IT Operations Management

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Published by Emereo Publishing
A 'service level agreement' (or abbreviated as SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. As an example, internet service providers will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in terms of Mean Time Between Failures (MTBF), Mean Time to Repair or Mean time to recovery (MTTR); various data rates; throughput; jitter; or similar measurable details.


This book is your ultimate resource for Service Level Agreements. Here you will find the most up-to-date information, analysis, background and everything you need to know.



In easy to read chapters, with extensive references and links to get you to know all there is to know about Service Level Agreements right away, covering: Service level agreement, Mean time between failures, Mean time to recovery, Operational level agreement, Information Technology Infrastructure Library, IT service management, Call centre, Service Desk (ITSM), Uptime, Shared web hosting service, Virtual private server, Dedicated hosting service, Maintenance window, Network service provider, Telecommunications Act of 1996, Web service, Cloud computing, Grid computing, Service-oriented architecture, Outsourcing, Outsourcing relationship management, IT cost transparency, Management as a Service, Sales outsourcing, Outsourcing of animation, Application Management Services Framework, Avasant, Caliber Point, Cloud storage, Contact centre (business), Counsel On Call, Crowdsourcing, Divestment, E-lancing, Editorial process outsourcing, Employee exit management, Engineering process outsourcing, Global eProcure, Amar Gupta, Harvey Nash, Hybridshoring, Induction programme, Information technology, Inshoring, Intelligent customer, IQor, Legal outsourcing, LEO (computer), Managed Print Services, Managed security service, Managed VoIP Service, Media Process Outsourcing, MITIE Group, Nearshoring, NetRom Software BV, Offshore Development Center, Offshore software R&D, Offshoring, Offshoring Research Network, Online outsourcing, Oregon Bridge Delivery Partners, Original equipment manufacturer, Outsource marketing, Outsourced document processing, Outsourcing Solution Director, Personal offshoring, PFSweb, Print and Mail Outsourcing, Programmers Guild, RELEX Group, Request for proposal, Rural outsourcing, Selfsourcing, Service level objectives, Service review, User:Snowboar11 askcity, Socially responsible outsourcing, Software testing outsourcing, Sourcing advisory, Strategic sourcing, Technical support, Transfer of Undertakings (Protection of Employment) Regulations 2006, Transformational Outsourcing, Transition methodology, Virtual airline (economics), VSoft Corporation, VSoft Technologies Private Limited, Website Management Outsourcing

This book explains in-depth the real drivers and workings of Service Level Agreements. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Service Level Agreement with the objectivity of experienced IT professionals.
A 'service level agreement' (or abbreviated as SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. As an example, internet service providers will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in terms of Mean Time Between Failures (MTBF), Mean Time to Repair or Mean time to recovery (MTTR); various data rates; throughput; jitter; or similar measurable details.


This book is your ultimate resource for Service Level Agreements. Here you will find the most up-to-date information, analysis, background and everything you need to know.



In easy to read chapters, with extensive references and links to get you to know all there is to know about Service Level Agreements right away, covering: Service level agreement, Mean time between failures, Mean time to recovery, Operational level agreement, Information Technology Infrastructure Library, IT service management, Call centre, Service Desk (ITSM), Uptime, Shared web hosting service, Virtual private server, Dedicated hosting service, Maintenance window, Network service provider, Telecommunications Act of 1996, Web service, Cloud computing, Grid computing, Service-oriented architecture, Outsourcing, Outsourcing relationship management, IT cost transparency, Management as a Service, Sales outsourcing, Outsourcing of animation, Application Management Services Framework, Avasant, Caliber Point, Cloud storage, Contact centre (business), Counsel On Call, Crowdsourcing, Divestment, E-lancing, Editorial process outsourcing, Employee exit management, Engineering process outsourcing, Global eProcure, Amar Gupta, Harvey Nash, Hybridshoring, Induction programme, Information technology, Inshoring, Intelligent customer, IQor, Legal outsourcing, LEO (computer), Managed Print Services, Managed security service, Managed VoIP Service, Media Process Outsourcing, MITIE Group, Nearshoring, NetRom Software BV, Offshore Development Center, Offshore software R&D, Offshoring, Offshoring Research Network, Online outsourcing, Oregon Bridge Delivery Partners, Original equipment manufacturer, Outsource marketing, Outsourced document processing, Outsourcing Solution Director, Personal offshoring, PFSweb, Print and Mail Outsourcing, Programmers Guild, RELEX Group, Request for proposal, Rural outsourcing, Selfsourcing, Service level objectives, Service review, User:Snowboar11 askcity, Socially responsible outsourcing, Software testing outsourcing, Sourcing advisory, Strategic sourcing, Technical support, Transfer of Undertakings (Protection of Employment) Regulations 2006, Transformational Outsourcing, Transition methodology, Virtual airline (economics), VSoft Corporation, VSoft Technologies Private Limited, Website Management Outsourcing

This book explains in-depth the real drivers and workings of Service Level Agreements. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Service Level Agreement with the objectivity of experienced IT professionals.

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Published by: Emereo Publishing on Jul 22, 2011
Copyright:Traditional Copyright: All rights reserved
List Price: $39.95

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