What are the prerequisites for establishing an effective service level agreement (SLA)? This book introduces you to SLAs and takes you through every step of the process of building them and making them work. Learn to understand customers' business needs and goals, negotiate a strong SLA, accurately measure your support organizations performance, and maintain your SLA.
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Char LaBounty is founder and president of LaBounty & Associates, Inc. a service management consulting firm focused on the growing field of customer support services, dedicated to providing quality technology support practices that enhance client's business initiatives. Char is one of the preeminent experts on the development and application of service level management and service level agreements and writes and speaks extensively on the subject, throughout the world.
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Book Description Help Desk Institute, 1994. Paperback. Book Condition: Used: Very Good. Bookseller Inventory # SONG1571250093