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- Ten Key Questions For Developing Effective Service Level Agreements
- In a service level agreement SLA, a supplier agrees to achieve defined levels of performance and a customer obtains rights and remedies if the supplier fails to achieve those levels of performance. The first and most important step in developing an effective SLA is to ask the right questions. This...
- White papers 2001-10-01
- Establishing Service Level Agreements
- "If you want to better manage your customers' expectations, a service level agreement SLA may be worth considering. An SLA is a negotiated agreement designed to create a common understanding about services, priorities and responsibilities. SLA is described as : A communications tool. The value of an agreement is...
- White papers 2003-01-01
- Strengthen service-level agreements
- "Buying network infrastructure is hard enough, but making sure your service provider lives up to its commitments is an ongoing challenge that takes time and money. Getting what you paid for goes well beyond simply verifying a service provider's position in the marketplace and the quality of its equipment...
- White papers 2003-01-01
- Service Level Agreements: Summing Up
- Service Level Agreements SLA are becoming required documents because they capture and summarize a communications and negotiation process that leads to openness and understanding. Given these tough times, this is what we need more than ever. The organizations that use SLAs were overwhelmingly positive about the experience. I had phone...
- White papers 2001-10-24
- The Enterprise Service Desk – A Roadmap to Success
- "The ESD starts with Total Contact Ownership and then ensures that the end-to-end service delivery is managed to service level agreements. The only way in which organizations will increase customer satisfaction, increase employee productivity, increase availability of mission critical systems, reduce costs and position themselves for business growth is to...
- White papers 2003-01-01
- Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- The Do's and Don't of Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- Practical Methods For Measuring Service Level Performance And Availability Using Service Level Agreements
- This webcast asserts that by some estimates, enterprises spend over 50 percent of the budget on services, not including personnel, such as Business Process Reengineering, Call & Support Centers, Maintenance,etc. No matter who provides them information to manage, the performance and availability of service is critical. The bottom line involves...
- Webcasts 2002-07-18
- Service Level Agreements: Are They Essential?
- Fortune 500 organizations are always searching for the most cost-effective business models. When it comes to transactional support processes, they often depend on shared services. This concept, consolidates highly transactional processes that are duplicated throughout the organization and result in an organization's ability to understand and reduce costs, better allocate...
- White papers 2003-01-01
- Nailing The Homeowner: The Economic Impact Of Trade Protection Of The Softwood Lumber Industry
- Even though Canada is the United States' largest trading partner and most goods flow freely across the border, one U.S. industry, softwood lumber, continues to lobby successfully for the imposition of trade barriers against our neighbor to the north. This article deals discussing the recent manifestation of Softwood Lumber Agreement,...
- White papers 2000-07-06
- Cornerstones Of Post-Sales Service Excellence
- Equipment manufacturers in industries are striving to achieve higher profit margins and retain clients through value-added services that differentiate them from the competition. Customers in these industries demand the highest reliability levels of equipment availability and are willing to pay a premium for these services. This compresses allowable response time...
- White papers 2003-01-01
- Service Level Management
- Service Level Management SLM is the tool, which enables smooth handling of the systems, processes, and people involved in rendering a particular service. An efficient SLM system is a vital asset to an organization. It ensures optimum use of resources towards an efficient service delivery. It helps in removing ambiguity...
- Presentations 2000-01-01
- SLAs For Managing Applications Development Outsourcing
- Outsourcing is the process of procuring services from outside vendor rather than developing it in-house. Outsourcing deals that include applications development are increasingly common. However, organizations struggle with suitable service level agreements in the aforesaid area. The paper examines the avenues to measure and manage such outsourcing deals. ...
- White papers 2001-11-16
- Fulfilling SLAs With Service Management Technologies
- A Service Level Agreement SLA is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. In today's technology oriented business environment, SLAs are being increasingly viewed as potent tools to ensure optimal performance of the...
- White papers 2003-01-01
- Analytical Techniques And The Legal & Ethical Issues In Competitive Intelligence
- Intense competition marks the business environment. It is imperative for an organization to conduct a business analysis in order to profitably survive the competition. Such an analysis entails the study of the policies and practices of other competing firms. The paper examines the techniques for conducting such analysis. Some laws...
- Presentations 2003-01-01
- Leverage SLAs For A Competitive Advantage
- Competitive advantage is the measure of how much more ‘value' the organization is delivering to the customers as compared to the rival firms in the market. In an increasingly customer-centric business world of today, Service Level Agreements SLAs have become important drivers in gaining sustainable competitive advantage in the IT...
- White papers 2002-05-20
- Establishing SLM
- Modern day business environment calls for giving greater emphasis to the customer. In such a scenario, organizations have to be perennially responsive and accountable towards their customers. A client, today, wants to know that whether the service paid for is being properly delivered or not. In today's age of information,...
- White papers 2003-01-01
- Blueprint For An Exchange Service Level Agreement
- The Service Level Agreement SLA is a legal document that spells out the specifics of the exact services and service levels between a company and an outsourcing vendor. The SLA process is the methodology adopted by the vendor in rendering the aforesaid services. The paper details the mechanics behind a...
- White papers 2003-01-01
- What Is Service Level Management (SLM)?
- In the IT business domain, Service Level Management SLM is the methodology of ensuring that adequate levels of service are delivered to the clients in accordance with the cost demanded. Effective SLM ensures higher productivity and enhanced customer loyalty over time. The paper examines issues involved in SLM.
- White papers 2003-01-01
- The Perception And Management Of Service Levels
- In the IT business domain, Service Level Management SLM is the methodology of ensuring that adequate levels of service are delivered to the clients in accordance with the cost demanded. Perception plays a key role in determining the customer satisfaction. The paper examines various factors towards measuring service satisfaction. ...
- White papers 2003-01-01
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