Service Level Agreement Books
Service level agreements for cloud computing offer a unique combination of enterprise-managed application scenarios and advanced research in the area of service level agreements for cloud and service-oriented infrastructure. This book presents the latest research findings and viable solutions for cloud infrastructure or ERP environments. Service level agreements for cloud computing contribute to different levels of service level management, from infrastructure at the enterprise level to software, including horizontal aspects such as service monitoring. This book provides readers with important information about the provision and management of cloud infrastructure. Case studies are presented at the end of most chapters. The service level agreements for cloud computing are designed as a reference book for high-end practitioners working in cloud computing, distributed systems and IT services. The more advanced, computer-focused, will also find this book valuable as a manual or secondary reference. Andrew left Harwell to create Kingswell, an international training and consulting firm specializing in customer service management. Supplier relations and business risk management. Andrew is a director of the Kingswell Partnership of I.T. Consultants, an international consulting firm specializing in service delivery and business risk management. He has supported high-tech, financial, transportation and government services in the development and improvement of customer support and service desk functions and has supported customers and suppliers in service level agreements, market testing, outsourcing and facility management. „While a contract regulates the legal and commercial aspects of service delivery, it cannot effectively regulate the daily delivery of quality of service – and contracts are not relevant to internal service providers.
The service manager, often more analytical than the client, will undoubtedly measure certain aspects of service perceived as performance indicators. As long as, in the worst case, they are consistent and improve at best, the service manager may believe that good service is provided. Increasingly, operating services are seen as supply services such as electricity or water. Today, utility companies have been increasingly privatized around the world, which is expected to finance themselves as business units and not be made available by governments. Similarly, the cost of our organization`s support services is increasingly being questioned. We`ve insisted on value for money – but how do we measure it? There is a growing assumption that the company`s services will be self-sustaining, at least at the expense of customers, rather than being provided as corporate services as part of overhead.