Service Agreements

This is not a book to provide a nice template for an SLA - the key message for this book is that it takes much more than that for a successful Service Agreement. The book is designed for IT Managers who are determined to accomplish an optimal relationship with customers and service providers. It is not specifically an ITIL book, that framework is just one of the many approaches that were used to develop the model described in this book. ITIL is one of the better and most comprehensive frameworks but this book is designed to be useful to all SM practitioners.