Service Level Agreements: Winning A Competitive Edge for Support & Supply Services
"Andrew Hiles' approach is easy to understand and of practical use to both users and providers."  --Graham F. Roulstone, Services Manager, Blue Circle Industries, PLC, UK"This book demonstrates how this ... need to quantify and measure service functions ... can be achieved."  --W. Adrian Smyth, Director and General Manager, COTEC Computer Services, UK"This book is a complete blueprint on the subject ... [of] service level agreements"  --Paul F. Kirvan, Management Consultant, Paul F. Kirvan Associates, USA.