Service Agreements A Management Guide 1st Edition by Robert Benyon, Rob Johnston ISBN 9077212914 9789077212912 by Robert Benyon, Rob Johnston 9789077212912, 9077212914 instant download after payment.

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Product details:

ISBN 10: 9077212914 
ISBN 13: 9789077212912
Author: Robert Benyon, Rob Johnston

Service Agreements A Management Guide 1st Table of contents:

• Chapter 1: Introduction to Service Agreements

  • What are Service Agreements? (Beyond just SLAs)
  • Why are Service Agreements Critical? (Benefits for both provider and customer)
  • Types of Service Agreements (SLAs, OLAs, UCs - Service Level Agreements, Operational Level Agreements, Underpinning Contracts)
  • The Role of Service Agreements in IT Service Management (ITSM) and ITIL
  • Key Terminology and Definitions

• Chapter 2: Planning and Design of Service Agreements

  • Understanding Business Requirements and Customer Needs
  • Defining Service Scope and Criticality
  • Identifying Key Performance Indicators (KPIs) and Metrics
  • Establishing Service Level Targets (Availability, Performance, Response Times, Resolution Times)
  • Risk Assessment and Mitigation in Service Design
  • Costing and Pricing of Services

• Chapter 3: Structuring and Drafting Service Agreements

  • Essential Components of an SLA (Service Description, Scope, Responsibilities, Metrics, Reporting, Review, Escalation, Penalties/Incentives)
  • Legal Considerations and Contractual Clauses
  • Using Templates and Best Practices
  • Involving Stakeholders in the Drafting Process (IT, Business, Legal)

• Chapter 4: Service Level Management Process

  • Establishing the Service Level Management (SLM) Role and Responsibilities
  • Negotiating Service Agreements
  • Implementing and Monitoring Service Levels
  • Managing Service Performance and Variances
  • Reporting on Service Performance
  • Service Review Meetings (Agenda, Participants, Outcomes)

• Chapter 5: Operational Level Agreements (OLAs) and Underpinning Contracts (UCs)

  • Linking Internal IT Departments (OLAs)
  • Managing External Suppliers (UCs)
  • Ensuring Alignment of Internal and External Agreements with Customer SLAs
  • Supplier Management Best Practices

• Chapter 6: Monitoring and Reporting Service Performance

  • Tools and Technologies for Service Monitoring
  • Collecting and Analyzing Performance Data
  • Creating Effective Service Reports and Dashboards
  • Communicating Performance to Stakeholders

• Chapter 7: Review, Improvement, and Continual Service Improvement (CSI)

  • Regular Review of Service Agreements
  • Identifying Opportunities for Service Improvement
  • Renegotiating and Updating Agreements
  • Integrating Service Level Management with CSI Processes

• Chapter 8: Challenges and Best Practices in Service Agreement Management

  • Common Pitfalls and How to Avoid Them
  • Dealing with Difficult Stakeholders
  • Ensuring Business-IT Alignment
  • Cultivating a Service-Oriented Culture
  • Emerging Trends (e.g., XLA - Experience Level Agreements, Value Streams)

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Tags: Robert Benyon, Rob Johnston, Service, Agreements