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 de supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers. This book describes the Service Level Agreement templates needed, in order to meet customer service level requirements. This book gives booth a template and an explanation for this template for all common service level management documents.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 de supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers. This book describes the Service Level Agreement templates needed, in order to meet customer service level requirements. This book gives booth a template and an explanation for this template for all common service level management documents. The following templates are included in this book: • Service Level Agreement (SLA) • Underpinning Contract (UC) • Operational Level Agreement (OLA) • Document Agreement and Procedures (DAP) • Document Financial Agreements (DFA) • Service Cataloque • External Spec Sheets (ESS) • Internal Spec Sheers (ISS) • Service Quality Plan (SQP) • Service Improvement Program (SQP)

Druk op het buikje van het kuikentje Piyo en je hoort Tjiep, Tjiep. Maak plezier en leer woordjes samen met het kuikentje Piyo. Dit prentenboek maakt lieve geluidjes voor de kleintjes met het bekende Tjiep, Tjiep van Piyo.Druk op het buikje van het kuikentje Piyo en je hoort Tjiep, Tjiep. Maak plezier en leer woordjes samen met het kuikentje Piyo. Dit prentenboek maakt lieve geluidjes voor de kleintjes met het bekende Tjiep, Tjiep van Piyo.

Als je de bladzijdes omslaat ontdek je allemaal nieuwe dingen in dit boek met een zachte touch! Til het klaverblad op en komt er een lieveheersbeestje tevoorschijn (kiekeboe).Als je de bladzijdes omslaat ontdek je allemaal nieuwe dingen in dit boek met een zachte touch! Til het klaverblad op en komt er een lieveheersbeestje tevoorschijn (kiekeboe), als je tulpenblaadjes optilt komt er een mier tevoorschijn (kiekeboe). Je kan samen met het kleine kuikentje Piyo vragen: Is er iemand? Het ideale boek om kleintjes te leren ontdekken.

More and more organisations choose to replace traditional ICT services by cloud services. . With the arrival of cloud services, this seems to be much simpler at first, but soon the hard questions come up like data ownership, information links an security.More and more organisations choose to replace traditional ICT services by cloud services. Setting up effective SLA’s for traditional ICT services is a real challenge for many organisations. With the arrival of cloud services, this seems to be much simpler at first, but soon the hard questions come up like data ownership, information links an security. This book describes what cloud services are. The risks involved in entering into contracts and SLA’s are discussed. Based on a long list of risks and countermeasures, this book also provide recommendations for the design and content of the various service level management documents for cloud services. This books first defines cloud and then describes various aspects like cloud patterns and the role of a cloud broker. The core of the book is the discussions of contract aspects, service documents, service design, risks, SLA’s and cloud governance. In order to allow readers to get started with Cloud SLA’s, the book also includes checklist of the following documents: Underpinning Contracts (UC), Service Level Agreement (SLA), Document Financial Agreement (DFA), Document Agreement and Procedus (DAP), External SpecSheets (ESS) and Internal Specsheets (ISS).

This book is about sharing knowledge on how DevOps teams work together. For each aspect of the DevOps process best practices are given in 30 separate articles. The covered aspects are: Plan, Code, Build, Test, Release, Deploy, Operate and Monitor. Each article starts with the definition of the specifically used terms and one or more concepts. The body of each article is kept simple, short en easy to read.In recent years, many organisations have experienced the benefits of using Agile approaches such as Scrum and Kanban. The software is delivered faster whilst quality increases and costs decrease.The fact that many organisations that applied the Agile approach did not take into account the traditional service management techniques, in terms of information management, application management and infrastructure management, is a major disadvantage.The solutions to this problem has been found in the Dev (Development) Ops (Operations) approach. Both worlds are merged into one team, thus sharing the knowledge and skills.

Dit boek geef aan op welke wijze invulling gegeven kan worden aan de viewpoint: beheren onder architectuur of kortweg beheerarchitectuur.De architectuurraamwerken in de markt geven nagenoeg geen invulling aan het aspectgebied beheerarchitectuur. Beheer is geen viewpoint van waaruit de ICT-serviceverlening wordt beschouwd. Vanuit beheer is er in de gangbare best practices nagenoeg geen aandacht voor architectuur. Dit boek geef aan op welke wijze invulling gegeven kan worden aan de viewpoint: beheren onder architectuur of kortweg beheerarchitectuur. Veel beheerorganisaties zijn al jaren bezig met het vormgeven van de beheerorganisatie door vanaf de werkvloer te kijken wat er fout gaat en op basis daarvan verbetervoorstellen te formuleren. Hierbij wordt meestal gebruik gemaakt van beheermodellen, zoals ITIL, ASL en BISL, omdat deze veel best practices bevatten en omdat voor deze modellen volwassenheidsniveaus definiëren waarmee de volwassenheid van de beheerorganisaties middels een audit vastgesteld kan worden. Op deze wijze wordt de volwassenwording meetbaar, planbaar en aan het management verkoopbaar.