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Service Level Agreements
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Service Level Agreements
by Guy Nemiro, Stuart Galup, Harris Kern
IT Organization: Building a Worldclass Infrastructure
Copyright
Preface
Introduction
IT Infrastructure Assessment
What Is the Infrastructure?
What We Found in Our Travels
What's Wrong with Client/Server?
The Problems
The Excuses
Applications Development Is Not an Issue
The Impact
Processes Are Not First
The CIO's Role
Executives Out of Touch with Their Infrastructure
How Can the Infrastructure Catch Up Quickly?
Lack of Time and Resource
Assure That Your IT Budget Provides for RAS
Marketing and Selling IT Services
Duplication of Efforts
Case Studies
The Problems Short-Listed
Current Organizational Structures
The Problems Short-Listed
The Top Three Missing or Broken Processes
The Other Issues
Internal Support Agreement
Learn from the Past to Build the Future
The Organization
Processes
Building a Worldclass Infrastructure
Start Simple
Designing and Adhering to Your Key Methodologies
Know That Success Equals the Change You Manage
The New Order
Splitting the Technologies
Who's in Charge?
The Organization for the Twenty-First Century
Enterprise Services
Mission-Critical vs. Non-Mission-Critical
Structuring Technical Staff
Functional Responsibilities
The "Worldclass" Infrastructure
Frequently-Asked Questions
General
People
Process
Technology
Infrastructure Assessment Program
The Industry Problem
People Issues
Process Issues
Technology Issues
The Program
Customer Requirements
The Deliverable
The Cost
Service Level Agreements
Information Systems Services Cost Options Definitions
Internal Support Agreement
Root Authority
Server Availability Hours
Backups
Support Responsibility
Marketing Materials for an Internal Audience
Enterprise Center
Systems Management
Quality Assurance
Customized reports
Data storage
Mission
Enterprise Center Tours
High-Tech Equipment
Information Technology Survey
Consulting Services
The IT Survey Brochure
Bibliography
Index
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The Cost
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Information Systems Services Cost Options Definitions
Appendix C. Service Level Agreements
Information Systems Services Cost Options Definitions
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