The Service Level Agreement Toolkit

The Service Level Agreement ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Service Level Agreement in your organization with 30 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Service Level Agreement by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
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Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Service Level Agreement and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Service Level Agreement approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation or management.
The Complete Service Level Agreement Toolkit Includes the following 30 resources:
1.File: Availability Requirements.doc – Summary: Use this section to describe any and all information that needs to be supplied with regard to serviceability of the Service and its components. Wordcount: 1252
2.File: Security Service Requirement.doc – Summary: Scope for the requirements document may be determined by the business, therefore covering only a select few of the Services provided by the IT department that are seen as critical to the support of the business processes. Wordcount: 1216
3.File: Business Continuity Strategy.doc – Summary: This recovery options is used for services where immediate restoration of business processes is not needed and can function for up to a period of 24 to 72 hours as defined in a service agreement. Wordcount: 1630
4.File: Emergency Response Plan.doc – Summary: The below table provides an example of information that can be captured to create a summary of the Emergency Response plans for the Services listed in this document. Wordcount: 939
5.File: Risk Assessment Template.doc – Summary: Scope for the assessment may be determined by the business, therefore covering only a select few of the Services provided by the IT department that are seen as critical to the support of the business processes. Wordcount: 800
6.File: Service-Based SLA.doc – Summary: The service based SLA is usually preferred by IT as it allows a single document to cover a single service for all end users of that service. Wordcount: 1108
7.File: 9781486476763_txt.pdf – Summary: As you may well already be aware, a number of high-profile experts (including those who work in or alongside some very well-known companies like Microsoft, Apple, Google, etc) are anticipating an industry-wide shift toward cloud computing at some very near point in the future; meaning, cloud technologies might replace the traditional IT model entirely. Wordcount: 46407
8.File: 03 Business and IT Service Mapping.doc – Summary: List the important activities and/or events that occur as part of the alternative path for this process, beginning with a note on where the alternative path breaks off from the standard path, and ending with a note on where the alternative path rejoins the standard path, if it does. Wordcount: 2460
9.File: 04 Service Management Process Definitions and Interfaces.doc – Summary: Risks associated with requests for change: to assess and manage the impact on service continuity and availability Wordcount: 3140
10.File: 05 Business Justification Template.doc – Summary: The process of establishing and monitoring performance levels means that when IT and business people discuss IT related issues they are in fact talking about the same thing (and not � as often happens � talking at odds with each other. Wordcount: 1804
11.File: 06 Service Management Portfolios.doc – Summary: The business effectiveness of a service provider is largely dependent on the organization’s ability to obtain and managing information on a variety of subjects which can be used in marketing services, identify new service requirements, and improvements to services. Wordcount: 2042
12.File: 07 Service Level Requirements Template.doc – Summary: The SLR document does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise, with only salient details) Wordcount: 1155
13.File: 08 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service. Wordcount: 2654
14.File: 10 Service Agreements.doc – Summary: Dealing with individual services has the greatest level for flexibility in managing service levels, but creating individual agreements for each service provision has the potential to create conflicting obligations with customers who have multiple services, or a service which is provided to multiple customers. Wordcount: 2309
15.File: 11 Service-Based SLA Template Example.doc – Summary: It is the process by which the service provider and customer will define and agree on the scope and outcomes of a service, as well as review the performance of the service against agreed targets. Wordcount: 2079
16.File: 12 Customer-Based SLA Template Example.doc – Summary: This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE CUSTOMER OF IT SERVICES (Covering all the IT Services they use). Wordcount: 2068
17.File: The Evolving Service Catalog.docx – Summary: While we have presented real world commercial examples of wholesaler catalogs, there’s no reason that the same model cannot be used at the enterprise level or incorporated as a hybrid solution, ensuring that business applications customized for the enterprise can be identified and launched from an �application warehouse� on any compatible device. Wordcount: 3311
18.File: 09 Tool Requirements Template and Planner.doc – Summary: To successfully implement tools that will provide a benefit within your organization, it is vitally important to have a clear understanding of the purpose of the tool and how you want it to work for you. Wordcount: 2744
19.File: 11 Service Report Description Template.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding Service Reports. Wordcount: 1034
20.File: 12 Service Review Template.doc – Summary: For instance, a service which is subject to a higher rate of change, exposed to a high number of risks, is newly implemented or changed may be considered unstable, or has had an historical record of not meeting service targets and should be reviewed more often. Wordcount: 1848
21.File: 02 Service Desk Skills.doc – Summary: For instance, a Service Desk Analyst on a Skilled or Expert Service Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees. Wordcount: 2418
22.File: 02 Availability Requirements.doc – Summary: Use this section to describe any and all information that needs to be supplied with regards to serviceability of the Service and its components. Wordcount: 1800
23.File: 03 Availability Plan.doc – Summary: Accidental changes often occur when the machine is touched for legitimate reasons, like an update, but the machine is not kept in a workable state; usually because the change has not be fully planned, tested, or the procedures for the change have not been completed as documented. Wordcount: 2324
24.File: 04 Business Continuity Strategy.doc – Summary: This recovery option is used for services where immediate restoration of business processes is not needed and can function for up to a period of 24 to 72 hours as defined in a service agreement. Wordcount: 1972
25.File: 08 Capacity Plan.doc – Summary: User profiles can be created to identify the demands of different roles in the process and how many people in each role is expected: a management role will probably have more rights in a process then a technician, but more technicians will likely be using the process at any given time. Wordcount: 2891
26.File: 10 Incident Management Policy.doc – Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization. Wordcount: 2374
27.File: 04 Business Impact Assessment.doc – Summary: For instance, a process and procedures document will provide background around a particular activity or deliverable, some considerations within the subject area, an example of its output, and room for the customer to create their own process, procedure, or deliverable. Wordcount: 1853
28.File: 12 Risk Assessment Template.doc – Summary: The document has been designed to support you in implementing or improving capabilities in Risk Management This section provides instructions for how to use this document properly and should be deleted before publication in your environment. Wordcount: 1194
29.File: 03 Security Audit Template.doc – Summary: Your use of this system constitutes your further agreement that you will not use the system in any way that would violate any law, or that would be inconsistent with any Company policy or standard including policies on Ethics, Harassment, Conflict of Interest, and standards for system security. Wordcount: 3211
30.File: 09 Change Schedule template.doc – Summary: It is considered that in order to correctly facilitate the Change Management process, the Change Manager should be able to coordinate the production and distribution of a �Change Schedule.� and a �Projected Service Availability� (PSA). Wordcount: 1262
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Service Level Agreement.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Service Level Agreement toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Level Agreement
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the Service Level Agreement toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $173.68 Get it now for just $99.0 ! Save $74.68 (43%)
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