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BOOK
The Tech Contracts Pocket Guide: Software and Services Agreements for Salespeople, Contract Managers, Business Developers, and Lawyers
David Tollen
$12.12

About this product:
Negotiate and Write Software Licenses, Computer Services Agreements, and Much More

The Tech Contracts Pocket Guide is a friendly reference manual and how-to guide. It’s for anyone whose business buys or sells software or information technology services. Written for both businesspeople and lawyers, it uses simple English, like a good contract.

Here you will find:

• Explanations of each clause.
• Sample contract language.
• Tips on negotiation.
• A full length form contract (available for download).
• Ideas for avoiding disputes.
• Simple lessons on copyright licenses, warranties, indemnities, service level agreements, nondisclosure agreements, technical specifications, limitations of liability, technology escrows, software audits, and much more.

“David Tollen’s pithy guide both trains new hires and gives everyone a simple reference for IT contracts. Highly recommended.”
—David Hayden, founder of Critical Path, Archipelago LLC, and Jeteye Technologies, and cofounder of Magellan Search

“David Tollen has prepared a licensing road map that’s full of practical, concise information—that is, clear directions. Written in an engaging, accessible style, it’s the perfect tool for both nonlawyers and lawyers learning to navigate the licensing maze.”
—Lawrence G. Townsend, IP attorney and author of The Wholly Grill, A Novel about Cravings, Barbeque, and Software

BOOK
SLAM: Service Level Agreement Model: SLAM Your Managed Services Revenue
Mathew Dickerson
$14.96

About this product:

It's the revolutionary model that is being used by thousands of SMBs to secure greater levels of Managed Services revenue.

It's the Service Level Agreement Model!

This book outlines what a modern IT business should look like and why it should look that way. It gives you practical tools to help transform your IT business from break/fix to a modern Managed Services business.

Written by a leader in the IT field with real world experience in business transformation, this book is aimed at making implementation easy for businesses that have not yet established Service Level Agreements or for businesses that want to refine an existing model.

Start making your business work for you with a guaranteed constant recurring revenue stream that delivers benefits to you and your clients. Join the thousands of IT Providers across 12 countries that are already enjoying the benefits of SLAM in their business.

Put into practice today's winning strategy for achieving growth in Managed Services revenue.

BOOK
Foundations of Service Level Management
Wayne Morris
$29.99

About this product:
Foundations of Service Level Management provides detailed recommendations for creating a service level management strategy and establishing service level agreements. This book also shows IT managers and executives at third-party SLM companies how to deploy services more quickly, placing a premium on time to market and time to scale, become more service oriented, delivering guaranteed services through service-level agreements (SLAs), evolve from reactive network management to proactive service management, and reduce costs whenever possible by automating network and service management.

BOOK
Application 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
$95.17

About this product:
Written by two seasoned practitioners nationally known for their work across the breadth of information technology issues, Application Service Provider and Software as a Service Agreements Line by Line arguably provides the most up-to-date coverage of the current trends in this rapidly expanding area. Offering in-depth explanations of concepts, practical advice on negotiations, and suggestions for best practices, this book covers topics such as required scope of the license grant, definition of end-users, audit rights, escrow/release rights, service level requirements, and business continuity issues, as well as payment and dispute resolution issues for business critical applications contracted to third party vendors. This book also provides readers with crucial information surrounding issues that commonly effect integration of third party provider services within the workflow of the organization, such as implementation requirements, training/knowledge transfer, confidentiality/security of corporate information, compliance with corporate polices, and metrics for user satisfaction. Furthermore, by applying business-centric concepts to the negotiation process, the authors provide a systematic approach to effective risk allocation for both providers and users of ASP and SaaS, as well as alternative positions to resolve negotiation "log jams." Application Service Provider and Software as a Service Agreements Line by Line is a comprehensive and integrated book on this evolving and critical area of business process outsourcing and is truly an indispensable resource for both practitioners and would-be practitioners alike.

BOOK
The 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
$49.95

About this product:
This book enables you to implement, or fine tune service level agreements (frequently abbreviated as SLA). A SLA a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance.

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.

BOOK
Service Level Agreement 100 Success Secrets - SLA, Service Level Agreements, Service Level Management and Much more
Gerard Blokdijk
$14.14

About this product:
There has never been a SLA manual like this. 100 Success Secrets is not about the ins and outs of a SLA. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about a SLA's best practice and standards details. Instead it introduces everything you want to know to be successful with SLAs. CONTENT COVERED: Advantages and disadvantages of Service Level Agreements, The Service Provider's Side: Advantages and Disadvantages of Service Level Agreement Cited, The Benefits of Having an Agreement Level Service: A Strategy Worth Keeping, How Do You Define ITIL Change Management?, Role of the ITIL CMDB, SLA's that work, Definition of a Service Level Agreement: Understanding its Importance to the IT Industry, The SLA Toolkit: An Example of a Software Used for Service Level Agreement, Helping Hype, Creating the Proper Service Level Agreement, How To Do Microsoft MOF Certifications (For Beginners), Information Security: A Service Level Agreement Priority, Internal Service Level Agreement: Establishing Positive Relationships to Customers, To make ITIL Best Practices Work, Financial penalties for offshore support when missing their SLA's, Your ITIL Certification and Your Career, Levels of ITIL Certification, Understanding the ITIL Concepts and Terminologies, Take the ITIL Foundation Live Demo, Your ITIL Foundation Coverage, What does the ITIL v2 Framework cover?, Aids in Handling Incident Management, Why get a job where ITIL skills are needed?, Service Support Disciplines, ITIL V3 the Service-Life Cycle, Do Internal Service Level Agreements Exist?, Count on ITIL, What is the relationship between ITIL and Capacity and Management?, What is an ideal SLA for security?, ITIL Incident Management Seminars Help Improve Incident Handling Processes, Defining internal Service Level Agreements (SLA's) between Operations and various support groups in a contact center, Capacity Management and ITIL, Definition of ITIL, Know More About ITIL Procedures, ITIL adoption in the USA, ITIL Quiz, Security Management and ITIL, Training for ITIL, What makes ITIL ITSM different?, To Terminate or Not to Terminate: The Legal Aspects of a Service Level Agreement, The Methodology of ITIL, Key performance Indicators for IT helpdesk. What really matters to the customer?, Server-based or Customer-based - Samples of Service Level Agreement, Outsourcing: The Service Level Agreement External Links to Success, Service level agreement forms, Performance Management: The Need for Service Level Agreement Metrics, The Role of Service Level Agreement to the World of Business, Protect Your Business through Service Level Agreements, The Correct Service Level Agreement, Get Connected, The Metrics of a Service Level Agreement, Software for Service Level Agreement Management, The Mutual Contract between SLA (Service Level Agreement) and OLA (Operating Legal Agreement), ITIL, Aid in IT Service Management, Best practice SLA (Service Level Agreement) template?, The Service Level Agreement of Data Base Administration, How About Trying a Free Service Level Agreement, A Good Service Level Agreement, How To Write a Service Level Agreement The Right Way, Issues Related to Creation of An IT Service Level Agreement, Samples of Outsourcing Service Level Agreements, Service Levels to include in an SLA for a web site monitoring service, The Contents of Service Level Agreements, How Does One Draft A Service Level Agreement for Applications Internal IT?, Service Level Agreement and ITC: Know to Agree, Components of a Service Level Agreement Template, How Do Service Level Agreement Templates Free You From Hassles?, What is an Internal Service Level Agreement?, At A Good Compromise, What is a Service Level Agreement?

BOOK
Service Level Agreements: Winning A Competitive Edge for Support & Supply Services
Andrew Hiles
$99.00

About this product:
This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators.

The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!

BOOK
ITIL V3 Service Offerings and Agreements (SOA) Full Certification Online Learning and Study Book Course - The ITIL V3 Intermediate SOA Capability Complete Certification Kit - Second Edition
Gerard Blokdijk
$595.00

About this product:
The first edition of this book and its accompanying eLearning course is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to getting your ITIL v3 SOA Certificate.

Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good.

'The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.'

On-demand eLearning: Don't pay over $ 3,000.00 for a 5 day class room based course - you're out of touch with your work for 5 days and including the course fee: the costs are insurmountable - take the online learning option instead and study at your own pace.

Course Description:

This online learning course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery.

The main focus of this course is on the SOA process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in Service Offerings and Agreements of the Service Management Lifecycle.

This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Service Offerings and Agreements.

Learning Objectives: At the end of this course, the learner will gain competencies in:

* Understanding Service Management as a Practice, and how the processes within Service Offerings and Agreements support the Service Lifecycle

* Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes

* The activities, methods and functions used in each of the Service Offerings and Agreements processes

* The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence

* How to measure Service Offerings and Agreements performance

* The importance of IT Security and how it supports Service Offerings and Agreements

* Understanding technology and implementation requirements in support of Service Offerings and Agreements

* The challenges, critical success factors and risks related with Service Offerings and Agreements

As well as preparing participants for the exam.

Pre-requisites:

ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation Certificate plus Bridge Certificate. It is highly recommended that you read the Service Offerings and Agreements book prior to commencement of this program.

Delivery:

The program combines short presentations supported by accredited trainer audio. There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination.

This program is an eLearning Program, your access details to the elearning course are in the book.

Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, which leads to ITIL v3 SOA and paves the way to ITIL v3 Expert Certification, should do at least as well as the first edition, which is a bestseller.

BOOK
Contracts 101: Learn to Review and Negotiate Services Agreements (including intellectual property licensing)
$50.00

About this product:
I am an attorney and I bought this book last year because I changed jobs and starting working as in-house counsel. I found the book to be very helpful. It covers just about everything you need to be aware of when reviewing agreements. It also comes with checklists that keep me on track when going over any type of service agreement. I use the lists all the time.

BOOK
How to Establish and Maintain Service Level Agreements
Char LaBounty
$8.75

About this product:
What are the prerequisites for establishing an effective service level agreement (SLA)? This book introduces you to SLAs and takes you through every step of the process of building them and making them work. Learn to understand customers' business needs and goals, negotiate a strong SLA, accurately measure your support organizations performance, and maintain your SLA.