The Complete Guide to Preparing and Implementing Service Level Agreements:

Name: The Complete Guide to Preparing and Implementing Service Level Agreements:
Availability: OutOfStock
ISBN: 9781856044103

ISBN-10: 1856044106

ISBN-13: 9781856044103

Edition: 2001

Authors: Sheila Pantry, Peter Griffiths

List price: $60.00

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Offering librarians and information managers practical, step-by-step guidance to constructing and implementing a service level agreement, this text explains the fundamentals and uses case studies, examples and helpful checklists.

Book details

List price: $60.00
Copyright year: 2001
Publisher: Amer Library Assn
Binding: Paperback
Size: 6.25" wide x 9.50" long x 0.50" tall
Weight: 0.748
Language: English



Introduction



The origins and use of service level agreements



What is a service level agreement?



Who the agreement is between and the other items you need to put into the SLA



What the SLA document should look like and descriptions of services



Service monitoring



Charging for services



Managing your customers



Outsourcing services



Managing your suppliers



Managing your e-suppliers



Managing staff



Communication strategies


App. 1: References and further reading


App. 2: Sample quarterly report format


App. 3: Other possible LIS functions to add to an SLA


App. 4: List of definitions


Index