Knowledge sharing is my passion. In the last decade I have published a number of books and articles in which I shared my experiences with you.
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The most important thing in providing a service Is that the customer is satisfied with the delivered performance. With this satisfaction, the supplier gets re-purchasing’s, promotions in the market and is the continuity of the company ensured. Perhaps the most important aspect of this customer satisfaction for a supplier is that the employees in question get a drive to further develop their own knowledge and skills to satisfy even more customers. This book describes the templates for Service Level Agreements in order to agree with the customer on the required service levels.
More and more organisations choose to replace traditional ICT services by cloud services. Setting up effective SLAs for traditional ICT services ia 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 and security. This book describes what cloud services are. The risks involved in entering into contracts and SLAs are discussed. Based on a long list of risks and countermeasures, this book also provides recommendations for the design and content of the various service level management documents for cloud services.
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 solution to this problem has been found in the Dev (Development) Ops (Operations) approach.
The application of Agile software development is increasing very rapidly. Words like Scrum and Kanban have already been incorporated into many organisations. Agile software development requires a different approach to software management. Many organisations want to get their heads around this new challenge.