Service level agreements: resources
ITIL® (the IT Infrastructure Library) is a widely accepted approach to IT service management from the Office of Government Commerce (OGC) of the United Kingdom. The ITIL® self assessments are hosted (April 2006) by the IT Service Management Forum (itSMF).
The best practice processes promoted in ITIL® are consistent with the British Standards Institution standard for IT service Management (BS15000). OGC and itSMF are working together on an update to ITIL® publications, scheduled (as of April 2006) for 2006.
Publications include: The Service Level Agreement. IT Infrastructure Library (ITIL) (a registered trademark) and IT Service Management (ITSM). Link current August 2005.
Additional references follow. Please add any resources you have used by leaving a comment.
Andrew Hiles. The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs. Third edition. 2002. Link current August 2005.
Service Level Agreement. University of Kansas. IS Program & Service Management Office. Link current August 2005.