Deconstructs many of the major disasters from the last thirty years, giving essential insights for anyone involved in business continuity planning or disaster recovery.
CyberWar, CyberTerror, CyberCrime and CyberActivism encourages cybersecurity professionals to take a wider view of what cybersecurity means and to make the most of international standards and best practice to create a culture of cybersecurity awareness that complements technology-based defenses.
Establish a disaster recovery plan and minimise the risks to your business.
Practical guidance on COBIT(R)5 implementation COBIT (Control Objectives for Information and related Technology) is the latest release of the popular framework for the governance of enterprise IT. It links controls, technical issues and business risks, enabling managers to manage the risks associated with business goals.Covers all key concepts of COBITWritten for IT service managers, consultants and other practitioners in IT governance, risk and compliance, this practical book discusses all the key concepts of COBIT, and explains how to direct the governance of enterprise IT (GEIT) using the COBIT framework. The book also covers the main frameworks and standards supporting GEIT, discusses the ideas of enterprise and governance, and shows the path from corporate governance to the governance of enterprise IT.Drawing on more than 30 years of experience in the IT sector, the author explains crucial concepts, including:the key elements of COBIT, the 5 principles, 7 enablers and the goals cascadethe structure of the 37 COBIT processesthe implementation of GEIT using COBIT and an implementation lifecyclethe COBIT Process Assessment Model (PAM) - the approach to process assessment of COBIT processes based on International Standard ISO/IEC 15504.Prepare for the COBIT Foundation examFor those studying for the COBIT qualifications,Governance of Enterprise IT based on COBITcovers all the material needed for the COBIT Foundation course, making it invaluable to anyone planning to take the exam.Read this book and get to grips with COBIT today.
Effective time-management techniques to revolutionise the way you workDo you struggle to get everything done in the time you have available? Are you deluged with interruptions to your work flow? Do you find it difficult to prioritise your tasks and wish you were more organised?Today's working environment moves at a very fast pace and, at times, it can be difficult to keep up. Expectations are high, and there are so many things competing for our attention. On top of the workload, we're interrupted by the phone ringing, e-mails landing in the inbox, people dropping in the office and, before we know it, the day has passed and we've only achieved half of what we intended to do.If any of this sounds familiar, then this book is for you! Essential Time Management and Organisation will help you transform the way you work and regain control of your working day. This clear and concise guide offers tried and tested techniques for organising your time and achieving your goals.Be more productiveDrawing on current best practice and personal experience, Sarah Cook shows you how to:accomplish more in the working dayreduce your stress levels by being more organisedget things done efficiently and effectivelyenjoy a reputation as a highly-efficient member of the team.Improve your working practicesWith the help of clear diagrams, checklists and models, this pocket guide will enable you to:transform your methods of workingprioritise your tasksfollow the 4D model for dealing with e-mailstake full advantage of your most productive time of daymanage interruptionseliminate timewastersdelegate effectively - including upwards!Buy this pocket guidetake charge of your working day
The truth about integrating Cloud services and ITSM Cloud functionality increases flexibility and capacity in IT systems, but it also adds complexity and requires a combination of business, financial and technical expertise to make it work effectively. Moreover, organizations often confuse availability with capacity, and assume incorrectly that using cloud services reduces the need to manage these factors.Lessons from real projects in a narrative format In Availability and Capacity Management in the Cloud: An ITSM narrative, Daniel McLean's fictional IT service management practitioner, Chris, faces the challenge of integrating cloud services into an ITSM structure. Based on the real-life experience of the author and other ITSM practitioners, this book tells the story of a cloud services implementation, exposing potential pitfalls and exploring how to handle issues that come with such projects.Tips to help you through your own project The end-of-chapter pointers give useful advice on dealing with the challenges organizations face when considering cloud services. Read this book and see how Chris meets the challenge of integrating cloud services with ITSM, and how you can do the same. Learn from the successes. Avoid the mistakes
How can you ensure that IT problems do not damage your business?IT is integral to modern organisations, and the way you manage it can make or break your business.IT service management - not just for the IT directorIt is not enough for the IT manager to understand the latest technical developments. For your company to succeed, everyone in the IT department must also understand their role in achieving overall business goals.IT service management questions answeredWritten in a friendly question-and-answer format, Practical ITSM explains how to set up a technical service management structure, using the best practice framework established by the latest version of the IT Infrastructure Library (ITIL 2011).ITIL framework for structured ITSMThe ITIL system is the most widely adopted approach to technical IT service management worldwide. It shows technical support staff how to provide the efficient IT services that are vital to your company's success. Learn how ITIL can help you to:Protect your company's reputation If you system goes down for any length of time, you might not be able to process an order or honour a contract. ITSM helps your business meet customer deadlines and expectations.Safeguard vital information and recover from IT setbacks Without adequate IT service management you could risk losing vital information, like payroll, billing and sales data.Retain momentum With a structured IT service management in place, routine maintenance issues can be quickly resolved, minimising delays and improving productivity.Read this book to see how ITIL can help your IT function support business goals.
The perfect introduction to the principles of information security management and ISO27001:2013
The perfect introduction to the principles of information security management and ISO27001:2013
If the goal of an Agile project is to deliver the highest business value solution possible, why is the business user the least supported member of the Agile team?It's good to be an Agile developer. The Agile community provides Agile developers with countless supporting resources including books, websites, forums, and conferences where Agile development issues can be raised, discussed, and jointly addressed by the group. The interesting thing is that, where Agile approaches go to great lengths to provide developers with the foundation they need to deliver high-value software solutions, there is relatively little equivalent support provided for the business users.In most Agile methods, the business user is solely responsible for the identification, requirements gathering, clarification, and assignment of priorities for their requested system capabilities. Agile development teams rely on business users having sufficient knowledge, vision, objectivity, and time to ensure that these capabilities provide the best possible solution.The Power of the Agile Business Analyst: 30 surprising ways a business analyst can add value to your Agile development team challenges whether Agile projects are truly positioned to deliver the highest-value business solutions without offering business users the equivalent level of support, validation, and collaboration that is provided for the Agile development team. To address this challenge, The Power of the Agile Business Analyst proposes including an Agile business analyst on the development team to provide business users with the support they need, as well as a valuable resource to assist the Agile developers in their analysis, design, testing, and implementation work throughout the project.30 ways an Agile Business Analyst can help your teamDrawing on more than 20 years' experience as a senior business analyst and international solutions consultant, Jamie Lynn Cooke details 30 achievable ways in which Agile business analysts can increase the relevance, quality, and overall business value of your Agile projects. Read this book and learn how to:Maximize the business value of your Agile solutions.Leverage the skills, experience, and opportunities an Agile business analyst can bring to your project.Find the most qualified Agile business analyst to complement your team.Identify how an Agile business analyst can help you address the most critical challenges on your Agile project.Use the strengths of an Agile business analyst to position your projects for ongoing funding and executive support.The Power of the Agile Business Analyst also provides guidance for business analysts who want to transition their skills to work most effectively in Agile environments.Bridge the gap between the business users and the Agile development teamThe Power of the Agile Business Analyst explains how having a skilled business analyst on the Agile team provides business users with peer support for their most critical business requirements, and provides the Agile development team with a business-knowledgeable resource who is available to work hands-on with them throughout the project. These are only some of the ways in which Agile business analysts empower development teams to deliver the most successful Agile solutions.Read this book and discover how an Agile business analyst can significantly increase the value of your solution.
An agile, adaptive approach to business management that embraces change
Taking you through the ITIL Foundation exam and beyond. ITIL is the best practice methodology for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. An official ITIL-Licensed product, ITIL Lifecycle Essentials covers all of the vital material required for the entry-level ITIL Foundation Certificate, and gives candidates a solid grounding in the key elements, concepts and terminology used in the ITIL service lifecycle.The book includes:An introduction to ITIL and why it is considered to be best practice for IT Service Management.An overview of the key components of a service management capability, including; processes, functions and generic roles.Specific chapters then cover the purpose, objectives, scope and value of the five phases of the service lifecycle that form the ITIL core; from strategy and design, through to transition, operation and continual service improvement (CSI).A summary of the ITIL qualification scheme and the Foundation level, together with some guidance on preparing for the exam.The essential link between your ITIL qualification and the real-world. This book doesn't just cover the information required to pass the foundation exam, but goes beyond this in providing practical guidance for when newly qualified practitioners enter the real-world. By addressing processes and concepts not covered in the syllabus, this book guides practitioners as they go beyond Foundation level. It features practical tips on using service management and, for each process, the author adds to the theory with lessons from her own real-world experience.The book is ideal for self-study candidates, training delegates and itSMF/BCS members, and V2 Foundation Certificate holders who have not yet taken the upgraded exam. Project managers looking to broaden their qualifications will find it a helpful companion to their studies and a practical aid for their professional development. Contractors or consultants with limited study time will also find this book essential to their part-time education.The Vital ITIL title - before, during and after your ITIL training.This product is accredited by AXELOS, the licensors of official ITIL products.ITIL is a Registered Trade Mark of AXELOS Limited.
Understand Metrics and KPIs for IT Service ManagementWhen companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives.There is a common misconception, however, that KPIs are simple measurements that are easy to create, and that the mere act of this measurement will cause people to change their behaviour and improve their performance without additional intervention.Learn to implement an ITSM KPI management system Integrated Measurement - KPIs and Metrics for ITSM is the third title in a series designed to explain, at an operational level, how to implement new processes within an organisation, and how to facilitate the necessary changes to people's behaviour, in order to make that implementation a success.Real-world KPI experience Through an engaging narrative story, this volume in the series looks at the implementation of a KPI management system. Through the central character, readers witness (and learn from) real-world conversations and situations that are commonplace in an everyday business environment. The characters are fictitious, but the story comes from the author's own experience and real accounts.Each chapter ends with valuable lessons and conclusions drawn from events in the narrative, giving the reader a wealth of real-world, practical advice on what works, what fails, and the common traps and pitfalls to anticipate and avoid during an implementation project.People with little or no ITIL experience, or even a limited IT background, will find this book interesting, entertaining and, above all, extremely useful in understanding the means to a successful implementation of a KPI management system.
The essentials of Business Continuity Management in a nutshell. ISO22301 - A Pocket Guide will help you understand the Business Continuity international practice and provides guidance on the best way to implement a fit for purpose BCMS.
In corporate governance environment, where the value and importance of intellectual assets are significant, boards must be seen to extend the core governance principles - setting strategic aims, and overseeing and monitoring the performance of executive management - to the organisation's intellectual capital, information and IT.
It'll never happen to us ...Or will it? There are no guarantees. Disasters happen. Can you be sure they won't happen to your organisation? And are you prepared if they do?No two businesses are the same. They all have different objectives, different values and different ways of working. Crucially, no two people are the same either, and that can be significant. External factors always have an effect - good or bad - and the impact is different for every company. In times of crisis, the effectiveness of 'one-size-fits-all' plans and checklists is, therefore, limited.Change your thinking on resilience managementResilient Thinking discusses the importance of thinking laterally about potential impacts on your organisation and examines a 'thinking' approach to resilience management. As you read this book, you will learn how to:optimise profitability by thinking about how to make the right decisions for your organisation in the current business climaterecognise potential risks and threats to your organisation and minimise impact, should the worst happenunderstand the drawbacks of 'silo' operations and obtain the buy-in of all employees and departments to your resilience planningimprove your efficiency and profitability, as you critically assess your organisation's strengths and weaknessesput plans in place which are cost-effective, relevant, workable and reality-based, and which will enable a return to 'business as usual' as quickly as possible after an incidentprotect your organisation's assets and key stakeholder relationshipsmaintain your competitive edge, as you draw on knowledge gained through your experience and that of your competitors.Resilient Thinking will revolutionise your approach to risk analysis and crisis management. Even if the worst does happen, you will be fully equipped to handle it.Be equipped. Be prepared. Be ready with thisvital guide to organisational survival.
Deliver your projects on time and to budgetThe use of Agile methods to implement SAP is a relatively new approach and one that has proven to be very successful. Agile techniques can greatly improve your SAP implementations, reduce risks, and help you bring your projects in on schedule and within budget.Invaluable practical adviceMany SAP projects use waterfall methodologies, but these often run into budgeting and scheduling problems. In this unique book, Sean Robson presents ways of improving SAP implementations and offers practical advice on the most effective way to see a project through from beginning to end. Basing his strategies on the twelve principles of the Agile Manifesto, and drawing on his vast experience, he particularly focuses on the use of Scrum and Kanban and their suitability for certain types of projects, enabling you to select the most appropriate method for the task in hand.Apply it to your projectsAs you read this book, you will understand how to:Bring your SAP projects in on time and within budgetBuild more flexibility and transparency in to your implementations, enabling you to adapt more quickly to your clients' needsRealize cost savings as you analyze your expenditure, reduce waste and increase efficiencies in the delivery cycleIncrease customer loyalty as you adopt 'best practice' in order to maintain consistently high standardsWork more effectively as you increase collaboration within the company and reduce the stress that so often accompanies large-scale projectsImprove clarity of requirements and eliminate unnecessary paperwork.Buy this book and bring your SAP projects in on time and on budget
The ultimate reference guide to IT Service MetricsCo-published by IT Governance Publishing and itSMF USAIT service metrics: Manage them. Measure them. Make them work for you.Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business?Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business - this book will show you how to do this, too.How to measure the effectiveness of your IT service provisionMetrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to:Ensure economical use of resources through greater understanding of current performanceIdentify areas for improvementJustify (or otherwise) and manage expenditureInform the decision-making process and drive change within the organizationSave money by reducing waste (resource, time, money, etc.)Fine-tune the services offered, thereby strengthening customer loyalty.Based on ITIL and other service management frameworks and standardsUp-to-date, based on the ITIL framework, as well as COBIT, PMI, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you:How to integrate metrics into your businessWhat to consider when gathering and reporting informationHow to maximize the usage of metrics in order to ensure value for money from the systemHow to secure and protect your company's metrics.
Deliver exceptional results from your IT department using Agile approaches.Everything you want to know about Agile comprehensively addresses the issues that IT departments face when they try to implement Agile approaches within the constraints of their traditional organizations, including existing project frameworks, budgeting structures, contracts and corporate reporting. It is an essential resource for IT departments that want to deliver successful Agile results, even in the most challenging environments.Making Agile work in your organization:The book is written specifically to address the challenges of implementing Agile within the unique structures, constraints and culture of your organization. It describes Agile methodologies in clear business language specifically written for business professionals, providing you with the information that you need to:assess whether Agile is right for your departmentselect the Agile methodologies and practices that are best suited to your worksuccessfully implement these approaches in your department, andmonitor and measure the outcomes.Most importantly, this book gives you a range of strategies for aligning Agile work within the reporting, budgeting, staffing and governance constraints of your organization, which is arguably the biggest challenge.Written for IT decision makers (and those who want to influence them):Everything you want to know about Agile is written for executives, IT department managers and other senior decision makers, yet is equally valuable for IT project managers, team leaders and management consultants who want to deliver successful Agile results.If you are an IT professional already familiar with the benefits of Agile, this book can also help you to address management concerns that Agile approaches may not work within the traditional business practices and constraints of your organization.Agile methodologies and practices have been proven over the past two decades to increase the relevance, quality, flexibility and business value of software solutions. The IT departments of many large and successful organizations (including Google, Microsoft, Yahoo! and BT) have all delivered productivity gains through the adoption of Agile approaches. It worked for them, but will it work for you?Read this book and start delivering results right away.
A summary of the challenges facing today's IT project managerDiscussions on project management forums highlight many of the challenges facing a project manager during the course of a project. Unclear requirements, scope creep and undefined roles are well-trodden issues that can derail a project. Other challenges are less obvious, often more subtle, but equally destructive.Facing up to the challengesThis book offers a focused and concise summary of 50 challenges facing today's IT project manager. The authors draw on years of practical experience (rather than classroom theory) to outline these challenges and offer useful tips and advice on how to deal with them.Challenge and responseReaders of this book will be better equipped to respond to key project management challenges, includingBuilding the team - getting the right resources, matching skills/knowledge, defining roles and responsibilities.Project scope - clarifying assumptions, avoiding ambiguity, getting the time/cost estimates right.Politics - communicating with management and stakeholders, dealing with conflict, handling interference and micro-managing.Risk awareness - identifying inside/outside influences, recognising inbound and outbound dependencies.Time management - using the right planning tools, balancing work versus meetings.Failure - handling the blame game, protecting the team, rescuing the project.This book condenses into a handy summary much of the information and advice that can be found in project management related books and discussion forums. It is an ideal reference for anyone involved in IT project management, from professional service organisations (PSO) and project management offices (PMO), through to active project managers and studying graduates.Buy this book and deliver your next project on time, on budget and to specification
Business disruption: how will you survive? Fail to plan and your business may fail.Would your business survive a major incident? What if your key staff were suddenly unavailable? What if your premises were to become uninhabitable? What if your systems and data failed altogether? Would your business ever recover? At what cost?Business Continuity Management: Choosing to survive shows you how to systematically prepare your business, not only for the unthinkable, but also for smaller incidents which, if left unattended, could well lead to major disasters. A business continuity management (BCM) program is critical for every business today, and this book will enable you to develop and implement yours to maximum effect.An effective BCM program will have a positive impact on your business, not only enabling you to carry on 'business as usual' in the event of an incident, but also in its day-to-day running. You will realize:improved organizational performanceimproved stakeholder confidence (including shareholders, customers, supply chain)competitive advantagesfinancial savingsincreased profits.With specific reference to ISO22301, ANSI/ASIS SPC.1-2009, ISO27031 and ISO/IEC 24762, this up-to-date, practical resource will guide you through all the elements of a BCM program, plans and implementations. It covers all the critical elements of your business, from people and premises to technology and facilities management.
Learn the secrets of an award-winning IT function and apply them to your businessGlobal management, technology and outsourcing company Accenture has achieved incredible results through the transformation of its IT function. It has doubled its revenues in ten years, significantly decreased its IT spending despite an increase in workforce of nearly 300%, and its number of satisfied customers is growing and growing. Discover how it has achieved this, and how you can realize similar benefits in your organization.The key to unlocking your IT function's hidden potentialRunning IT like a Business will show you how your IT function can provide much more than products and services and add real value to your business. With clear strategies, helpful diagrams and real-life examples, this book will give you the keys to unlocking your IT function's hidden potential.The benefitsThis book will show you how your IT function can:use the latest technology developments to help your organization to do things better, faster and more cheaplytake advantage of communication and collaboration technologies to facilitate networking across the enterprise, leading to greater synergy and higher productivityidentify and analyze business risks and apply measures to reduce these risksimplement technologies to diversify and grow your businessdevelop vital communication skills and techniques to facilitate the change processrealize cost savings across the organization.The secretsRobert E. Kress will let you in on some of Accenture's secrets to its award-winning way of running IT like a business, including:the seven key elements of its IT strategymany of its 'tricks of the trade'the building blocks and core capabilities of Accenture and other high-performance organizations.See how Accenture's strategies can work for you.
Written by an experienced practitioner and trainer, this step-by-step guide breaks down the PRINCE2(R) methodology into bite-size chunks, giving clear explanations and practical illustrations in each section. It will show you how to effectively apply the principles, themes and processes of PRINCE2(R) to your project.
This pocket guide will help businesses to address the most important issues. Its comprehensive approach covers both the technical and the managerial aspects of the subject, offering valuable insights for IT professionals, managers and executives, as well as for individual users of email.
The purpose of this pocket book is to provide an introduction to the tools, techniques and procedures utilised within computer forensics, and in particular focus upon aspects that relate to organisations.
Presents an overview of the IT outsourcing relationship and life cycle. This book provides an understanding of some of the legal and practical issues that might arise in an IT outsourcing contract. It also covers the issues to consider regarding an IT supplier. It is suitable for those involved in IT outsourcing transaction.
An informative guide that describes the ISO/IEC 19770 Standard and its applicability to the entire software lifecycle.
IT as we know it is dead.Forces are at work that are reshaping the very fabric of the IT organisation. Driven by our own history, changing perceptions of how technology should work and newfound, but very real, competition, IT organisations are struggling to evolve - but into what?Keep your IT ahead of the competitionIn The Quantum Age of IT, Charles Araujo examines what has led us to this point and what it means to the future of IT organisations. With a broad perspective on the fundamental changes affecting the industry, he offers practical guidance that every IT professional needs to compete in this new era of IT.Whether you are an IT executive, or just beginning your career, this book will offer you the key insights you need to understand what is happening and what is coming.Understanding that future, Araujo blends a wide range of research and case studies to help you discover the skills you must develop in order to succeed and thrive in The Quantum Age of IT.Understand the future of ITAs you read this book, you will be able to:Understand how and why your IT function has changed and define its future roleCompete in this new age by embracing the five traits that will define the IT organisation of The Quantum AgeRemain effective and relevant as you understand and implement fundamental changes to future-proof your IT functionMaintain and develop excellent customer relations by better understanding your clients and their requirementsMeet the unique needs of all your customers, as you adopt the five key skills that all IT professionals will have to haveLearn from the past and look forward to a bright future!Read the author's article in CIO Insight on The Rise of the Quantum Age of ITListen to Tom Cagley's interview with Charles Araujo.(mp3 download, 30MB)Read this book and your organisation will not simply survive, it will thrive Order your copy today!
Accessible and professional advice on how to implement an ISO14001 environmental management systemIn the 21stcentury, business has to take sustainability seriously. As public opinion becomes increasingly concerned about climate change, governments are imposing ever tighter environmental regulations on both industry and the retail sector. By putting in place an environmental management system (EMS), you can ensure you are disposing of your waste in a responsible manner and making the most efficient use of raw materials. This will help you to lower carbon emissions and keep the negative impact of your business on the environment to a minimum.ISO14001 The International StandardThe international standard for an EMS is ISO14001. With an EMS certified to ISO14001, you can improve the safety and efficiency of your business operations, and, at the same time, boost customer confidence and reassure your stakeholders.An invaluable step-by-step guideThis pocket guide, intended to help you put in place an EMS, is specifically focused on ISO14001. It is designed to enable industry managers, who may be lacking in specialist knowledge, to achieve compliance with the Standard. A step-by-step approach makes the guide easy to follow. The authors, two experienced auditors, are acknowledged experts on environmental management systems, and they have drawn on material from the UK's Environment Agency. The pocket guide will prove invaluable, not only for auditors and trainers, but also for managers across many sectors of industry.Read this guide and learn how to Achieve compliance with ISO14001Instead of just telling you, in bureaucratic fashion, what is specified under ISO14001, this user-friendly guide looks at the active steps you can take in order to ensure compliance with the Standard. It discusses the factors you need to consider when defining the objectives of the EMS, such as financial viability and available technology, and offers suggestions for measuring and monitoring the effectiveness of your environmental policy.Manage environmental risksThe Deepwater Horizon oil spill is an example of the financial and reputational risks associated with environmental pollution. This pocket guide contains sound advice on the types of operational controls you need to put in place to manage environmental risks and help avoid incidents.Prepare to deal with an emergencyThe pocket guide offers suggestions on how to plan for an emergency, such as a spillage or a gas leak, ensuring you have procedures in place to minimise the environmental impact.Improve the image of your brandUltimately, organisations aim to operate in a way that shows respect for the environment. Certification to ISO14001 is a recognised measure of that commitment. It is in the interests of your business to be well regarded by the public and, if you use this guide to help secure compliance with ISO14001, you can improve public perception of your organisation. Investing in ISO14001 certification can contribute to enhanced brand equity.Take your organisation step by step towards successful ISO14001 certification.
Read this essential guide and make your SLA work for you.A wide range of industry sectors will outsource service provision (for example, banking, pharmaceuticals, and insurance companies). This can happen where an organisation outsources its IT payroll needs, its helpdesk and IT maintenance requirements, its payment processing, or its whole IT function.The key riskThe key risk for an organisation that enters into an outsourcing transaction, are that the services that it receives from the supplier will be worse than the services they were receiving before, or that the cost savings that were anticipated or promised, are not achieved.The SLATo try and avoid this scenario, the outsourcing contract should include a Service Level Agreement (SLA). The SLA must be drafted to govern the standard of service that you require, including the cost of those services and the consequences of not achieving pre-agreed standards.The wider environmentWhile Service Level Agreements are a key method, within ITIL, for setting out how two parties have agreed that a specific service (usually, but not necessarily, IT-related) will be delivered by one to the other, and the standards or levels to which it will be delivered, the basic concept is now far more widely applied than just in ITILand ITSM environments.This pocket guide provides information and guidance on SLAs to those in the wider environment, from a legal and practical view point.The benefits and the pitfallsIdentifying some of the benefits and the pitfalls that an organisation can encounter when negotiating and drafting SLAs, this pocket guide provides an overview of SLAs, highlighting typical scenarios that can arise, and provides information on typical solutions that have been adopted by other organisations.Read this pocket guide to Understand what an SLA is and why you need oneWhen negotiating any type of service-related deal (including any IT outsourcing deal), it is essential that sufficient time is devoted to ensuring that the service is of sufficient quality and that this is recorded in an SLA.Understand where SLAs go wrong.SLAs can go wrong for a number of reasons. For example, the SLA may not reflect reality, your service requirements may not be defined properly, or there may be too many service levels and service level targets which can then become difficult to manage.Learn how to build foundations for the SLA.There are elements that you should be considering well before even engaging with potential suppliers. This pocket guide details what your organisation should consider, in order to find the proposal which most closely matches its needs.Understand the issues to consider when drafting the SLA.This pocket guide covers the issues to consider when drafting an SLA, as there are certain provisions in SLAs which either should, or should not, appear.By reading this a short, legal and practical guide to SLAs, you should be able to quickly come up to speed with some of the legal and practical issues that might arise. Negotiating the SLA and putting the SLA into action are also discussed in the pocket guide. Whilst short and easy to digest, case references and weblinks have been provided in the text so readers can find out more information about SLAs.
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