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Integrating service level agreements : optimizing your OSS for SLA delivery

Author: John J Lee; Ron Ben-Natan
Publisher: Indianapolis, Ind. : Wiley, ©2002.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
The use of Service Level Agreements (SLAs) will soon become the prevailing business model for delivering a large number of products and services. SLAs offer service providers the ability to distinguish themselves from the competition in today's volatile market while providing a measure of security for their clients. Following an innovative approach, this book will clearly show you how to implement SLAs as part of an  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Lee, John J., 1961-
Integrating service level agreements.
Indianapolis, Ind. : Wiley, ©2002
(DLC) 2002008682
(OCoLC)50004019
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: John J Lee; Ron Ben-Natan
ISBN: 0471428663 9780471428664 1280363096 9781280363092
OCLC Number: 50745260
Description: 1 online resource (xvii, 446 pages) : illustrations, maps
Contents: Integrating Service Level Agreements; Contents; About the Authors; Part One: The Problem; Chapter 1: What Are Service Level Agreements?; Chapter 2: The True Intent of Service Level Agreements; Chapter 3: The Long Ascent to True Service Level Agreement Delivery; Chapter 4: The Operations Support System; Chapter 5: Service Level Agreement Models; Part Two: The Solution; Chapter 6: The Integrated Service Level Agreement Model; Chapter 7: Integration Techniques; Chapter 8: Work-Flow Automation; Chapter 9: Organizational Issues; Chapter 10: Contractual Commitments and Penalties.
Responsibility: John J. Lee, Ron Ben-Natan.
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Abstract:

The use of Service Level Agreements (SLAs) will soon become the prevailing business model for delivering a large number of products and services. SLAs offer service providers the ability to distinguish themselves from the competition in today's volatile market while providing a measure of security for their clients. Following an innovative approach, this book will clearly show you how to implement SLAs as part of an operation support solution (OSS).

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