linkHive (May 29th from 13:35 to 13:37)

Here are the newest links to join the linkHiveMay 29th from 13:35 to 13:37:

  • Tutorial: Service Level Agreements – A Service Level Agreement (SLA) is exactly what you might expect. It is a contract between a service provider and a client in which the provider gives guarantees for delivery of some service. In telecommunications, the service might be Internet access or a WAN connectivity service such as frame relay.
  • How to write an IT service-level agreement | The Business – A service-level agreement manages expectations and improves communication when you’re starting your relationship with a customer as well as when things go wrong.

    Since pointing fingers confers no practical benefit — even if it’s emotionally satisfying — what everyone needs to know in such a situation is who is going to fix whatever’s wrong, and how soon.

  • IT Process Design & Management – A Service Level Agreement (SLA) is a document that identifies services provided by IT, either campus-wide or to an individual KU organization or department. The SLA describes the service provided, identifies customer expectations, and defines the boundaries of the service, stating agreed-upon service level goals, operating practices, and reporting policies. It is very important that the SLA be easily understood by the campus unit as well as by IT staff.
  • The Art of Service – How To Write a Service Level Agreement The Right Way – Believe it or not, there are actually two ways to go about writing a service level agreement: the right way, and the wrong way. Let us examine what bad habits we should avoid when writing a service level agreement:
  • How to write an IT service-level agreement – Writing an IT service-level agreement (SLA) is important if you're rolling out a services-based line of business, such as managed services. Whereas many resellers may have previously acted only as intermediary between their customers and vendors, more and more are providing service directly — or at least rebranding services from a managed service provider (MSP) as their own.