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  BOOKITIL V3 Service Capability SOA - Service Offerings and Agreements of IT Services Best Practices Study and Implementation Guide - Second Edition Ivanka Menken $59.95
About this product: The industry recognized best practices for Service Offerings and Agreements (SOA) can be utilized by any IT organization to assist in the development and management of high quality IT services while still maintaining cost effectiveness and customer satisfaction. To support organizations and individuals in this goal, this workbook covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines. It provides in-depth knowledge of the ITIL® SOA areas: Service Portfolio, Financial, Demand, Service Catalogue, Service Level and Supplier Management. Service Offerings and Agreements Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This book focuses on describing the industry best practices within this scope, including: - Service Portfolio Management: Which seeks to provide capabilities for managing investments into IT and maximizing them for value. - Financial Management: Providing transparency into the costs incurred in the provision of services and the development of funding models for recovering IT costs. - Demand Management: To assist in identifying and understanding patterns of business activity that generate demand for IT services and to reduce excess capacity needs. - Service Catalogue Management: To provide mechanisms by which the available service offerings are communicated and understood by customers and the IT organization. - Service Level Management: Which ensures that a service-oriented approach is taken in the development of service offerings and their associated agreements with customers. - Supplier Management: To ensure that a seamless level of quality is provided for IT services and that value for money is obtained in any supplier arrangements. The information provided in this workbook is based on version 3 of the ITIL® framework, predominantly focusing on the volumes of Service Strategy and Service Design. This book is designed to complement the accredited online learning materials, and is an extension of the learner experience to ensure students can successfully study in accordance to their individual learning style. Other guidance provided includes:
- Suggested templates and criteria for implementing Service Offerings and Agreements (SOA) processes. - Explanation of the more abstract ITIL concepts to improve understanding. - Review questions to assist in the understanding of the various SOA concepts. Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, should do at least as well as the first edition, which is a bestseller.
 BOOKThe Service Level Agreement SLA Guide - SLA book, Templates for Service Level Management and Service Level Agreement Forms. Fast and Easy Way to Write your SLA Ivanka Menken $49.12
About this product: An SLA is a formally negotiated agreement between two parties. It is a contract that exists between customers and their service provider, client or between service providers. It records the common understanding about services, priorities, responsibilities, guarantee, and such - collectively, the level of service. This book enables you to specify the levels of availability, serviceability, performance, operation, or other attributes of the service like billing and even penalties in the case of violation of the SLA. This SLA Guide is filled with Valuable hints, tips and guidance on how to successfully implement SLM, it contains several Service Level Agreement Forms which gives you a Fast and Easy Way to Write SLAs.
 BOOKService Agreements: A Management Guide (ITSM Library) Rob Johnston $33.00
About this product:  BOOKServing Whose Interests?: The Political Economy of Trade in Services Agreements Jane Kelsey $164.31
About this product: Serving Whose Interests? explores the political economy of trade in services agreements from a critical legal perspective. The controversy surrounding the General Agreement on Trade in Services (GATS) and its variants at the regional and bilateral levels can, it is argued, be seen as a clash between two paradigms. For most of the twentieth century, under welfare states and state socialism, these services were viewed from a local and national perspective as embodying a mix of economic, social and cultural dimensions and were managed by the state through strong regulation and direct ownership and delivery. That socially based and state-centred approach has been progressively displaced since the 1980s through neoliberal policies of privatisation, deregulation and liberalisation, the transnationalisation of finance and production, and new technologies. The internationalisation of services markets has thus become a driver of contemporary capitalism. The explicit aim of ‘trade in services’ agreements is to lock in national regulations and policies that enhance the profitability of international services markets. They are exclusively the tools of contemporary global capitalism, yet are represented as the new pathway for development. It is argued here, however, that there is a fundamental contradiction between the global market model and the intrinsically social nature of services, whether they are social services like education, media and midwifery, or inputs to capitalist production such as finance, transport, energy, and telecommunications. This book examines and draws out these tensions and contradictions through a combination of theoretical analysis and a series of truly global case studies that include the market in internet gambling, education, pensions, electricity privatisation, supermarkets, tourism, oil, culture, temporary migrants, private finance initiatives and call centres. The product of extensive research by an internationally renowned expert in the area, yet written in an accessible manner, Serving Whose Interests? combines a technical and political analysis that will be of interest to informed trade specialists, academics and students working in the areas of international trade and international trade law, and others with interests in the organisation and regulation of the global economy.  BOOKApplication Service Provider and Software as a Service Agreements Line by Line: A Detailed Look at ASP and Saas Agreements and How to Change Them to Meet Your Needs Thomas J. Hall $112.50
About this product:  BOOKFoundations of Service Level Management Wayne Morris $5.25
About this product:  BOOKService Agreements for SMB Consultants - A Quick Start Guide for Managed Services Karl W. Palachuk $49.95
About this product:  BOOKEffective IT Service Management: To ITIL and Beyond! Rob Addy $34.99
About this product: IT service management (ITSM) is the group of processes and functions that oil the wheels of the IT machine. Without ITSM, every IT project and system would deteriorate over time until failure. ITIL is the recognized best-practice standard for ITSM, and has been around since the late 1980s, with ITIL version 3 published just recently. However, many of today’s IT problems have been around for just as long - so in order to manage IT effectively, organizations must go beyond the ITIL framework. Rob Addy provides IT service managers and professionals with practical guidance on delivering and managing IT services in an effective and efficient manner by extending the ITIL approach to deliver proactive and pragmatic IT service management. His book is a candid look at the relative merits of currently accepted wisdom regarding the provision of IT services, using the principles of the IT Infrastructure Library (ITIL) guidance series. It describes IT service management processes related to service delivery and service support (as well as other non-ITIL areas), their objectives, shortcomings, and how these issues can be addressed in real-life situations. In addition, it delivers a workable definition of what exactly an ‘IT service’ is and how it can be defined and used in practice. Overall, he gives an unbiased view of the discipline, its objectives, major processes, and their benefits and shortcomings. Managing and mitigating IT risk is critical to the survival of every business. Success is an optional extra! Proactive IT service management can be thought of as risk management for IT: Can you afford to ignore it?  BOOKITIL V3 Service Capability SOA - Service Offerings and Agreements of IT Services Best Practices Study and Implementation Guide Gerard Blokdijk $59.95
About this product: It provides in-depth knowledge of the ITIL® SOA areas: Service Portfolio, Financial, Demand, Service Catalogue, Service Level and Supplier Management. Service Offerings and Agreements Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This book focuses on describing the industry best practices within this scope, including: - Service Portfolio Management: Which seeks to provide capabilities for managing investments into IT and maximizing them for value. - Financial Management: Providing transparency into the costs incurred in the provision of services and the development of funding models for recovering IT costs. - Demand Management: To assist in identifying and understanding patterns of business activity that generate demand for IT services and to reduce excess capacity needs. - Service Catalogue Management: To provide mechanisms by which the available service offerings are communicated and understood by customers and the IT organization. - Service Level Management: Which ensures that a service-oriented approach is taken in the development of service offerings and their associated agreements with customers. - Supplier Management: To ensure that a seamless level of quality is provided for IT services and that value for money is obtained in any supplier arrangements.
The information provided in this workbook is based on version 3 of the ITIL® framework, predominantly focusing on the volumes of Service Strategy and Service Design. This book is designed to complement the accredited online learning materials, and is an extension of the learner experience to ensure students can successfully study in accordance to their individual learning style. Other guidance provided includes: - Suggested templates and criteria for implementing Service Offerings and Agreements (SOA) processes. - Explanation of the more abstract ITIL concepts to improve understanding. - Review questions to assist in the understanding of the various SOA concepts.
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