"synopsis" may belong to another edition of this title.
Andrew left Harwell to set up Kingswell, an international training and consulting company specializing in service management, customer ? supplier relationships and enterprise risk management.
He has helped hi-tech, financial, transport and government bodies to develop and enhance Service Management, Customer Support and Service Desk functions and has supported both customers and suppliers in Service Level Agreements, Market Testing and Outsourcing.
Andrew is an international speaker on service management and has featured on conference programs in the USA, Southern Africa, Europe, the Middle East and the Pacific Rim. He has presented workshops and seminars on these topics for Frost & Sullivan (Europe), IIR/ IFF (Europe and Middle East), AIC (South Africa), CEL (Hong Kong), UPOM (Middle East) and other companies having also lectured at Ashridge, Cranfield, GEC Dunchurch and Henley Management Colleges in the UK. He has broadcast on TV, radio and Internet webinars.
He has over 300 published articles on service management and is author of two other books on Service Level Agreements.
Andrew is a Fellow of the Business Continuity Institute, a Member of the British Computer Society and a Freeman of the City of London.
"About this title" may belong to another edition of this title.
Shipping:
US$ 3.99
Within U.S.A.
Book Description Condition: New. Seller Inventory # ABLIING23Mar2912160322040
Book Description PAP. Condition: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # L0-9781931332132
Book Description Condition: New. PRINT ON DEMAND Book; New; Fast Shipping from the UK. No. book. Seller Inventory # ria9781931332132_lsuk
Book Description Soft Cover. Condition: new. This item is printed on demand. Seller Inventory # 9781931332132
Book Description PF. Condition: New. Seller Inventory # 6666-IUK-9781931332132
Book Description Paperback. Condition: Brand New. 3rd edition. 278 pages. 10.75x8.50x0.75 inches. In Stock. Seller Inventory # x-1931332134
Book Description PAP. Condition: New. New Book. Delivered from our UK warehouse in 4 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # L0-9781931332132
Book Description Condition: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. KlappentextrnrnMost suppliers lose around 16% of their customers each year. The reason? Poor service - whether perceived or real.nnAny technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being in. Seller Inventory # 4300661
Book Description Taschenbuch. Condition: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Most suppliers lose around 16% of their customers each year. The reason Poor service - whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome these gulfs. A Service Level Agreement can create harmony between parties and can prevent disputes between customers and suppliers. It can justify investment and identify the 'right' quality of service. It can mean the difference between business success and failure. SLAs are potentially a strategic tool to align all support services (particularly IT) directly to business mission achievement. In the past, few organizations used them in this way. Armed with this book and the optional companion SLA FRAMEWORK, more and more businesses are now succeeding. Where are SLAs going Increasingly business-focused. Increasingly measured in real-time. Simple documents that cover complex service infrastructures. Providing a competitive edge. Embracing penalties. The brave, who commit to tight SLAs and perform against them will win the commercial spoils. This book provides the knowledge and tools based on fifteen years of intensive development to ensure your enterprise is among the winners. =============================== Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. Seller Inventory # 9781931332132
Book Description Paperback / softback. Condition: New. This item is printed on demand. New copy - Usually dispatched within 5-9 working days. Seller Inventory # C9781931332132