Service Level Agreement & Service Level Management

2010-9-3

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Service Level Agreement & Service Level Management

What Is A Service Level Agreement (SLA) Definition

http://whatis.techtarget.com/definition/0,289893,sid9_gci213586,00.html

The Service Level Agreements (SLAs)

http://www.ja.net/documents/sla.html

A SLA Page

http://internet.about.com/cs/servicelevelagmt/

A Beginner's Guide To SLAs

http://www.itaa.org/asp/slalibrary/article1.htm

SLAs: Make or Break for ASPs

http://www.itaa.org/asp/idcadvisornov00.htm

SLAs: A Customer Oriented Tool

http://www.itaa.org/asp/slalibrary/article2.htm

SLAs: A Provider's View

http://www.itaa.org/asp/slalibrary/article3.htm

The Heart of The matter: SLAs

http://www.nextslm.org/slm4.html

Two Essential Parts of Service Contracts

http://www.dobetterdeals.com/computerworld/2001/cw.01_03_26.html

The Forgotten Five: What Your SLA Does Not Cover

http://www.idealreview.com/issue/b%20Forgotten%20Five.htm

Service Level Disagreement

http://www.teledotcom.com/article/TEL20010523S0025

Building a Better SLA

http://www.computerworld.com/cwi/story/0,1199,NAV47_STO35956,00.html

10 Myths About SLA

http://internet.about.com/gi/dynamic/offsite.htm?site=http%3A%2F%2Fwww.itworld.com%2FMan%2F2679%2FITW010427sla%2F

SLA Requirements: A Qualitative Assessment

http://www.sageresearch.com/SLAbrochure.pdf

Internal SLA Template

http://www.nextslm.org/internalsla.html

Internal SLA Template (Short Form)

http://www.nextslm.org/internalsla_short.html

Customer Satisfaction Survey Template

http://www.nextslm.org/customersat.html

Internet SLA

http://www.worldcom.com/terms/service_level_guarantee/t_sla_terms.phtml

Carrier SLAs

http://www.iec.org/online/tutorials/carrier_sla/

Summary of Proposed SLA

http://www.ucsf.edu/its/policy/slasum.html

ITAA ASP SLA Guidelines for Federal Marketplace

http://www.itaa.org/asp/itaaslafed.pdf

Speeding Up SLA Negotiations

http://www.nextslm.org/sopko1.html

Negotiating An Effective SLA

http://internet.about.com/gi/dynamic/offsite.htm?site=http%3A%2F%2Fwww.gtlaw.com.au%2Fpubs%2Fnegotiating.html

Lets Give Availability Back Up To Engineers

http://www.nextslm.org/usability.html

Application Availability: An Approach To Measurement

http://www.nextslm.org/fishman.html

SLA Covers Application Availability

http://internet.about.com/gi/dynamic/offsite.htm?site=http%3A%2F%2Fwww.techweb.com%2Fse%2Fdirectlink.cgi%3FINW20000131S0018

SLAs in Business Continuity Management

http://www.nextslm.org/hiles.html

A Guide for Establishing Service Level Specifications in Outsourcing Relationships

http://www.outsourcing-requests.com/center/jsp/requests/document/index.jsp?documentId=1005

App-Specific SLAs Raise Hosting Stake

http://www.internetwk.com/story/INW20000317S0003

What Is Service Level Management (SLM)

http://www.nextslm.org/slm1.html

何谓SLM (中文)

http://www.leosys.com/commerce/e-don't-02.htm

Service Level Management for Enterprise Networks (Book) 1999

http://www.techbooks.co.uk/artech/book441.htm

Foundation of Service Level Management (Book) 2000

http://www.amazon.com/exec/obidos/ASIN/0672317435/qid%253D952447810/103-4869190-2115857

SLM: The Big Picture

http://www.nextslm.org/sturm2.html

The Truth About SLM

http://www.informationweek.com/785/sssvc.htm

Understanding Active SLM

http://www.nextslm.org/understanding.html

SLM Can Be The Key To IT Success

http://www.nwfusion.com/newsletters/nsm/0816nm2.html

SLM Practice

http://www.enterprisemanagement.com/free_downloads/slm_overview.pdf

A Structured Approach To SLM

http://www.csi.co.uk/papers/service.htm

Establishing SLM

http://www.nextslm.org/slm6.html

Reporting for SLM

http://www.nextslm.org/sturm3.html

Talk To Me: Reporting On Service Levels

http://www.nextslm.org/slm3.html

SLM: Not Just For IT Anymore

http://www.nextslm.org/sturm1.html

Best Practices In SLM

http://www.nextslm.org/bestprac_slm.html

SLM Best Practices In Communications Industry

http://www.nextslm.org/best_com.html

SLM Profiles: Finance, Banking and Insurance

http://www.nextslm.org/slm-finance.html

Developing and Maintaining Effective SLM

http://www.the-resource-center.com/SEMINARS/hdi-7.HTM

SLM Self Assessment

http://www.itil.co.uk/online_ordering/serv_del_graphs/sdservicelevelmngt.htm

On The Integration Of SLM and Policy-Based Control

http://www-dse.doc.ic.ac.uk/events/policy-99/pdf/14b-Lewis.pdf

The Perception and Management of Service Levels

http://www.nextslm.org/slm2.htmlhttp://www.nextslm.org/slm2.html

SLM Global Survey 2001

http://www.nextslm.org/update.html

SLM Software

http://www.hspstreet.com/directory/d.taf/cid,1250

SLM Software Vendors

http://www.nextslm.org/vendors.html

Managing SLM With OpenMaster SLM

http://www.evidian.com/openmaster/slm/

SLM Forum

http://www.digifuel.com/SLM_Forum.htm

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