Most important in providing a service is customer satisfaction with the delivered performance. Resulting from this satisfaction, the supplier will benefit from repurchases, market promotions and recurring revenue. But as a result of this customer satisfaction, perhaps the most important benefit for the supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers. This pocket guide describes the Service Level Agreement templates needed, in order to meet customer service level requirements and gives both a template and an explanation for this template for all common service level management documents. The following templates ae included in this pocket guide: • Service Level Agreement (SLA) • Underpinning Contract (UC) • Operational Level Agreement (OLA) • Document Agreements and Procedures (DAP) • Service Catalogue • External Spec Sheet (ESS) • Internal Spec Sheet (ISS) • Service Quality Plan (SQP) • Service Improvements Program (SQP)
Drs. Ing. B. de Best RI has been active in ICT since 1985. He worked primarily with the top 100 of Dutch business and government organizations. He has acquired experience in different roles within all aspects of system development, including operations for 12 years. After that, he focused on the subject of service management. Currently, as a consultant, he is active in all aspects of the knowledge management cycle of service management, such as training ICT managers and service managers, advising service management organisations, improving service management processes and outsourcing (parts of) service management organisations. He graduated at both the HTS and University level in the management field.