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A Guide to Operational Level Agreements
Autor: The Service Desk Institute
Nakladatelství:
The Service Desk Institute
ISBN:
Původní cena:
470 Kč
Vaše cena:
428 Kč
Popis knihy:
The OLA supports the IT Service Provider's Service Level Agreement (SLA) which in turn helps deliver and document IT services to customers. The ultimate objective is to document support processes to ensure high quality and timely delivery of IT services. It is important to appreciate that the roles of “provider” and “customer” (as defined herein) can apply to internal groups and departments within an organisation - any situation where one function provides a service to another - and not simply the relationship between an external paying customer and a company. This is a high-level summary of the key features involved in setting up Operational Level Agreements. A standard template is also included.Hodnocení uživatelů:
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