The complete guide to preparing and implementing service level agreements
著者
書誌事項
The complete guide to preparing and implementing service level agreements
Facet Publishing, 2004
2nd ed, reprinted 2004
- : pbk
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注記
Description based on "reprinted 2004"
Includes index
内容説明・目次
内容説明
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.
目次
- The development and use of SLAs
- why SLAs are important
- negotiating an SLA
- the outline SLA
- the SLA detailed specification
- serivce monitoring and charging for services
- managing your customers
- managing your suppliers.
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