Service Agreements - A Management Guide

1 - Foreword [Seite 6]
2 - Acknowledgments [Seite 7]
3 - Introduction [Seite 10]
4 - 1 A Service Management Overview [Seite 12]
4.1 - 1.1 Managing Service Levels [Seite 12]
4.2 - 1.2 Definitions of Service Management [Seite 13]
4.3 - 1.3 Elements of Service Management [Seite 14]
4.4 - 1.4 The Importance of Service Management [Seite 25]
4.5 - 1.5 The Benefits of Service Management [Seite 26]
4.6 - 1.6 Return on Investments in Service Management Solutions [Seite 29]
4.7 - 1.7 Current Service Management Problems [Seite 32]
4.8 - 1.8 Successful Service Management [Seite 36]
4.9 - 1.9 A Framework for Service Management [Seite 37]
4.10 - 1.10 Conclusion [Seite 40]
5 - 2 A Framework for the Implementation of Service Management [Seite 42]
5.1 - 2.1 Introduction [Seite 42]
5.2 - 2.2 Phase 1: Foundation [Seite 43]
5.3 - 2.3 Phase 2: Managed Services [Seite 52]
5.4 - 2.4 Conclusion [Seite 56]
6 - 3 A Model for the Development of a Service Catalogue [Seite 58]
6.1 - 3.1 Introduction [Seite 58]
6.2 - 3.2 Components of the ICT Service Catalogue [Seite 59]
6.3 - 3.3 Service Catalogue Development [Seite 59]
6.4 - 3.4 Conclusion [Seite 62]
7 - 4 A Model for the Negotiation and Development of Service Agreements [Seite 64]
7.1 - 4.1 Introduction [Seite 64]
7.2 - 4.2 The Development Team [Seite 64]
7.3 - 4.3 Development Principles [Seite 65]
7.4 - 4.4 The Service Level Agreement Specification [Seite 86]
7.5 - 4.5 Sign-off and Promotion [Seite 87]
7.6 - 4.6 Conclusion [Seite 88]
8 - 5 Conclusion [Seite 90]
9 - 6 Bibliography [Seite 92]