

SLA Templates
Paperback Engels 2017 9789492618030Samenvatting
Most important in providing a service is customer satisfaction with the delivered performance. Resulting from this satisfaction, the supplier will benefit from repurchases, market promotions and recurring revenue.
But as a result of this customer satisfaction, perhaps the most important benefit for de supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers.
This book describes the Service Level Agreement templates needed, in order to meet customer service level requirements. This book gives booth a template and an explanation for this template for all common service level management documents.
The following templates are included in this book:
- Service Level Agreement (SLA)
- Underpinning Contract (UC)
- Operational Level Agreement (OLA)
- Document Agreement and Procedures (DAP)
- Document Financial Agreements (DFA)
- Service Cataloque
- External Spec Sheets (ESS)
- Internal Spec Sheers (ISS)
- Service Quality Plan (SQP)
- Service Improvement Program (SQP)
Specificaties
Lezersrecensies
Geef uw waardering
Inhoudsopgave
1.1 BACKGROUND 1
1.2 OBJECTIVE 1
1.3 TARGET AUDIENCE 1
1.4 DOCUMENTS 1
1.5 READING GUIDELINES 2
2. OVERVIEW OF DOCUMENTS 5
2.1 INTRODUCTION 5
2.2 THE CUSTOMER / SUPPLIER RELATIONSHIP 7
2.3 THE CYCLE WANT-CAN-DO-GET 8
2.4 THE LIFE CYCLE 9
2.5 LEMNISCATE 11
2.6 DOCUMENT CONSIDERATIONS 12
2.7 RELATIONSHIP BETWEEN DOCUMENTS AND INSTRUMENTS 12
2.8 SUMMARY 13
3. SERVICE LEVEL AGREEMENT 15
3.1 PURPOSE 15
3.2 APPLICATION 15
3.3 SCOPE 15
3.4 SUBJECTS 15
3.5 TEMPLATE 15
3.6 TEMPLATE EXPLANATION 16
3.7 CHECKLIST 23
4. CONTRACT 25
4.1 PURPOSE 25
4.2 APPLICATION 25
4.3 SCOPE 25
4.4 SUBJECTS 25
4.5 TEMPLATE 25
4.6 TEMPLATE EXPLANATION 26
4.7 CHECKLIST 28
5. OPERATIONAL LEVEL AGREEMENT 29
5.1 PURPOSE 29
5.2 APPLICATION 29
5.3 SCOPE 29
5.4 SUBJECTS 29
5.5 TEMPLATE 29
5.6 TEMPLATE EXPLANATION 30
5.7 CHECKLIST 32
6. DOCUMENT AGREEMENT AND PROCEDURES 33
6.1 PURPOSE 33
6.2 APPLICATION 33
6.3 SCOPE 33
6.4 SUBJECTS 33
6.5 TEMPLATE 33
6.6 TEMPLATE EXPLANATION 34
6.7 CHECKLIST 40
7. DOCUMENT FINANCIAL AGREEMENTS 41
7.1 PURPOSE 41
7.2 APPLICATION 41
7.3 SCOPE 41
7.4 SUBJECTS 41
7.5 TEMPLATE 41
7.6 TEMPLATE EXPLANATION 41
7.7 CHECKLIST 43
8. SERVICE CATALOGUE 45
8.1 PURPOSE 45
8.2 APPLICATION 45
8.3 SCOPE 45
8.4 SUBJECTS 45
8.5 TEMPLATE 45
8.6 TEMPLATE EXPLANATION.45
8.7 CHECKLIST 49
9. EXTERNAL SPEC SHEET 51
9.1 PURPOSE 51
9.2 APPLICATION 51
9.3 SCOPE 51
9.4 SUBJECTS 51
9.5 TEMPLATE 51
9.6 TEMPLATE EXPLANATION 52
9.7 CHECKLIST 53
10. INTERNAL SPEC SHEET 55
10.1 PURPOSE 55
10.2 APPLICATION 55
10.3 SCOPE 55
10.4 SUBJECTS 55
10.5 TEMPLATE 55
10.6 TEMPLATE EXPLANATION 55
10.7 CHECKLIST 57
11. SERVICE QUALITY PLAN 59
11.1 PURPOSE 59
11.2 APPLICATION 59
11.3 SCOPE 59
11.4 SUBJECTS 59
11.5 TEMPLATE 59
11.6 TEMPLATE EXPLANATION 60
11.7 CHECKLIST 62
12. SERVICE IMPROVEMENT PLAN 63
12.1 PURPOSE 63
12.2 APPLICATION 63
12.3 SCOPE 63
12.4 SUBJECTS 63
12.5 TEMPLATE 63
12.6 TEMPLATE EXPLANATION 63
12.7 CHECKLIST 64
APPENDIX A: LITERATURE LIST 69
APPENDIX B: GLOSSARY 71
APPENDIX C: ABBREVIATIONS 75
APPENDIX D: ITIL TERMS 77
APPENDIX E: ITIL ABBREVIATIONS 89
APPENDIX F: WEBSITES 91
APPENDIX G: INDEX. 93
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