Service level agreements: measuring cost and quality in service relationships

By: Material type: TextTextPublication details: London: Chapman & Hall, 1993Description: 126pISBN:
  • 0412542404 (hbk.)
Subject(s): Summary: Describes how to manage the service relationship between provider and customer. A service level agreement defines the service that the customer can expect. Such agreements are appropriate to all in-house corporate services as well as externally provided services where formal contracts do not define service quality. Gives practical advice on implementing SLAs together with checklists and examples.
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Item type Current library Call number Copy number Status Date due Barcode
Book Mindef Library & Info Centre On-Shelf 658.4013 HIL (Browse shelf(Opens below)) 1 Available 0014165

Describes how to manage the service relationship between provider and customer. A service level agreement defines the service that the customer can expect. Such agreements are appropriate to all in-house corporate services as well as externally provided services where formal contracts do not define service quality. Gives practical advice on implementing SLAs together with checklists and examples.

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