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The Complete Guide to Preparing and Implementing Service Level Agreements
 
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The Complete Guide to Preparing and Implementing Service Level Agreements (Paperback)

by Sheila Pantry (Author), Peter Griffiths (Author)
3.0 out of 5 stars See all reviews (2 customer reviews)

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Product details

  • Paperback: 208 pages
  • Publisher: Library Association Publishing; 2nd Revised edition edition (20 Jun 2001)
  • Language English
  • ISBN-10: 1856044106
  • ISBN-13: 978-1856044103
  • Product Dimensions: 23.2 x 15.6 x 1.6 cm
  • Average Customer Review: 3.0 out of 5 stars See all reviews (2 customer reviews)
  • Amazon.co.uk Sales Rank: 886,833 in Books (See Bestsellers in Books)

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Product Description

Product Description
Service Level Agreements are being used increasingly in the ILS sector as a means of ensuring quality of service and value for money. This volume offers librarians and information managers practical, step-by-step guidance to constructing and implementing an SLA. An SLA is an agreement between two parties which details the essential elements of services to be delivered by the supplier to the client. This incorporates the range of relationships the information unit may have, both with its suppliers and with the parent body. Using case studies, examples and checklists, the book explains the fundamentals of SLAs, how they work and the implications for a library and information service staff. It includes information on managing your customers, legal constraints and trouble-shooting.

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Customer Reviews

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Average Customer Review
3.0 out of 5 stars (2 customer reviews)
 
 
 
 
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7 of 7 people found the following review helpful:
1.0 out of 5 stars useless - buy Sturm instead, 29 Aug 2003
By A Customer
I am an experienced service level manager and I think this book is useless. I gave one star because it MIGHT be condensed into a useful 10 page article ... Really, this book is a listing of common sense facts. I recommend the one by Sturm et al. (SAMS publ.) if you really want to learn practical stuff on SLM.
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9 of 13 people found the following review helpful:
5.0 out of 5 stars SLA a common way of Working, 12 Nov 2001
By A Customer
Increase in outsourcing, contracts with ISPs & increased fragmentation in the public sector has all been factors in making SLAs a common way of doing business, rather than some fancy management technique.

The book contain new examples of SLAs in practice, in a variety of settings, and a good proportion of updated references and further reading.

Pantry and Griffiths provide a clear step by step approach to negotiating and implementing SLAs and include very good chapter not only on what to include in an agreement, how to describe services and the monitoring of n agreement but also, importantly, chapters on managing stuff and on communication strategies.

Its this practical focus that makes this book valuable.

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