The Complete Guide to IT Service Level Agreements PDF Download
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Author: Andrew Hiles, Hon FBCI, EIoSCM
Publisher: Rothstein Publishing
ISBN: 1931332991
Category : Business & Economics
Languages : en
Pages : 294
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Book Description
Most suppliers lose around 16% of their customers each year. The reason? Poor service — whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome these gulfs. A Service Level Agreement can create harmony between parties and can prevent disputes between customers and suppliers. It can justify investment and identify the "right" quality of service. It can mean the difference between business success and failure. SLAs are potentially a strategic tool to align all support services (particularly IT) directly to business mission achievement. In the past, few organizations used them in this way. Armed with this book and the companion SLA FRAMEWORK, more and more businesses are now succeeding. Where are SLAs going? Increasingly business-focused. Increasingly measured in real-time. Simple documents that cover complex service infrastructures. Providing a competitive edge. Embracing penalties. The brave, who commit to tight SLAs and perform against them will win the commercial spoils. This book provides the knowledge and tools based on fifteen years of intensive development to ensure your enterprise is among the winners.
Author: Dennis Snow
Publisher: John Wiley & Sons
ISBN: 0470503807
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: Andrew Hiles
Publisher: Rothstein Associates Inc
ISBN: 9781931332132
Category : Business & Economics
Languages : en
Pages : 296
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Book Description
Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements and 2000 Second Edition.
Author:
Publisher:
ISBN:
Category : Petroleum
Languages : en
Pages : 1252
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Book Description
Author: Andrew Hiles, Hon FBCI, EIoSCM
Publisher: Rothstein Publishing
ISBN: 1931332991
Category : Business & Economics
Languages : en
Pages : 294
Get Book Here
Book Description
Most suppliers lose around 16% of their customers each year. The reason? Poor service — whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome these gulfs. A Service Level Agreement can create harmony between parties and can prevent disputes between customers and suppliers. It can justify investment and identify the "right" quality of service. It can mean the difference between business success and failure. SLAs are potentially a strategic tool to align all support services (particularly IT) directly to business mission achievement. In the past, few organizations used them in this way. Armed with this book and the companion SLA FRAMEWORK, more and more businesses are now succeeding. Where are SLAs going? Increasingly business-focused. Increasingly measured in real-time. Simple documents that cover complex service infrastructures. Providing a competitive edge. Embracing penalties. The brave, who commit to tight SLAs and perform against them will win the commercial spoils. This book provides the knowledge and tools based on fifteen years of intensive development to ensure your enterprise is among the winners.
Author: Cathryn Berger Kaye
Publisher: Free Spirit Publishing
ISBN: 1575427311
Category : Education
Languages : en
Pages : 289
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Book Description
This project-based guide is a blueprint for service learning—from getting started to assessing the experience—and integrates the K–12 Service-Learning Standards for Quality Practice. It provides ideas for incorporating literacy into service learning and suggestions for creating a culture of service. An award-winning treasury of activities, ideas, annotated book recommendations, author interviews, and expert essays—all presented within a curricular context and organized by theme. Digital Content contains all of the planning and tracking forms from the book plus bonus service learning plans, and more.
Author: Ron Karr
Publisher: Penguin
ISBN: 1101198532
Category : Business & Economics
Languages : en
Pages : 366
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Book Description
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.
Author: Phillip J. Boucher
Publisher: Phillip J. Boucher
ISBN:
Category : Technology & Engineering
Languages : en
Pages : 192
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Book Description
Many users of wireless devices and services spend money on a regular basis to contact colleagues, friends, or family members who are close by, such as in a warehouse or on a job site, at the mall, or out hiking or camping. Why spend the money when you can contact them for free? Canada's General Mobile Radio Service, or GMRS, uses small UHF two-way radios for short-range wireless communications that cost nothing to the user. Without monthly service, usage, or licencing fees, GMRS is a perfect addition or substitute for other costly wireless services. For businesses, GMRS is perfect for short-range communications on a job site, in and around a warehouse or office building, and for all types of hospitality and retail applications. Personal safety, security operations, customer service, and management/employee intercommunication are just some of the uses corporations, industries, and businesses will find useful from GMRS radios. For personal use, GMRS keeps all members of a group in communications with each other. Shopping in a mall, camping, fishing, hiking, at a carnival or local event, traveling in two more vehicles, or in and around the house, are just a few of the extensive applications you will discover with GMRS radios. GMRS is also the perfect primary or backup radio communications system for public service, search and rescue, security, intelligence, and military use. With twenty-two available channels and two watts of output power, GMRS radios are far less expensive than commercial handheld radio units of equal specifications. And GMRS gives personal users the freedom to access commercial-quality radio communications for a fraction of the price. All you pay for are the radios. No operating, licencing, or usage fees apply. Communications range over open water is around 8-10km, with reduced range in rural or urban settings. Overall communications range in a warehouse or building setting can cover approximately two hundred thousand square feet, or about twenty floors of a building. The Complete Guide to Canada's General Mobile Radio Service shows you how to choose the right radio for your particular applications, where to by the radios, radio specifications, gives you great examples of some of the uses of GMRS, and even has a glossary of GMRS terms. If you want or need short-range wireless communications without the costs of current wireless services and devices, GMRS could be the perfect solution. And The Complete Guide to Canada's General Mobile Radio Service is the only reference book that covers everything you need to know to get most out of the service and the radios.
Author: Praveen K. Gupta
Publisher: FT Press
ISBN: 0132703343
Category :
Languages : en
Pages : 321
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Book Description
In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagi and Gupta begin by explaining why conventional balanced scorecard approaches don't work well for service organizations, discussing issues ranging from the inherent variability of customers, servers, and processes, the crucial importance of engagement, and the unique challenges of service innovation. Next, they introduce a Service Scorecard framework that encompasses the seven key elements of service organization success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. You'll learn how to set clear performance targets at the function and business level; benchmark performance against best practices; identify improvement opportunities; and capture performance data that offers a leading indicator for financials. Their proven approach is designed for easy understanding and implementation without the need for expensive consultants. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service organization.
Author: Texas. Supreme Court
Publisher:
ISBN:
Category : Law reports, digests, etc
Languages : en
Pages : 746
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Book Description
Author:
Publisher:
ISBN:
Category : Administrative law
Languages : en
Pages : 1176
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Book Description
Special edition of the Federal Register, containing a codification of documents of general applicability and future effect ... with ancillaries.
