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Service Level Management Books Must-haves: Two from ITIL... Service Delivery (IT Infrastructure Library Series) and Service Support (IT Infrastructure Library Series)
	Foundations of Service Level Management by: Rick Sturm, Wayne Morris and Mary Jander. The authors have developed best practices drawn upon their personal insights that are based upon the experiences and of hundreds of companies that have attempted to implement service level management.

	Boost Productivity: Internal Service Level Agreements [DOWNLOAD: PDF] Concise and practical advice for information technology managers and professionals. Info-Tech Insights deliver solid information and advice in a quick-read format that provides maximum benefit to the reader for the minimum investment of reading time.

	How to Establish and Maintain Service Level Agreements by Char LaBounty This book introduces you to SLAs and takes you through every step of the process of building them and making them work. Learn to understand customers' business needs and goals, negotiate a strong SLA, accurately measure your support organizations performance, and maintain your SLA.

	Mission Critical Systems Management by Yuval Lirov A guide to managing distributed systems with the reliability of traditional mainframes developing production standards to improve performance, increase availability, and reduce costs.

	Blueprints for High Availability: Designing Resilient Distributed Systems by Evan Marcus, Hal Stern Bestselling authors deliver an authoritative, hands-on book of tools for maintaining constant system availability. Reliability is not a quality that can simply be purchased; instead, it needs to be engineered into a system or product. Here is the only top-to-bottom guide available for the assessment, design, implementation, and testing of a system for 100% reliability.

	IT Automation: The Quest for Lights Out by Debra Cottone (Contributor), Howie L. Lyke Contains all the hands-on resources you need to get results: sample project plans, process flows, and IT org charts. Defines realistic goals for automating IT data centers and infrastructures, and delivers a systematic, enterprise-level methodology that encompasses today's best approaches to achieving those goals, from planning through deployment and management.

	Practice of System and Network Administration by Tom A. Limoncelli,Christine Hogan,Thomas A. Limoncelli This book describes the best practices of system and network administration, independent of specific platforms or technologies. It features six key principles of site design and support practices: simplicity, clarity, generality, automation, communication, and basics first.

	SLA Framework: Service Level Agreements by: Andrew Hiles. This publication brings together the critical elements needed to build a Service Level Agreement. All you do is choose the plan elements you require, load them into a standard word processor, edit them to your specifications, and you're done!

	Creating a Customer-Focused Help Desk by: Andrew Hiles. This volume is a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization.

	Internet Performance Survival Guide by: Geoff Huston, Vinton G. Cerf, Lyman Chapin. Covers the latest in standards work, Quality of Service architectures, detailed evaluation of performance-tuning tools, and design guidelines for achieving optimum performance from Internet networks.

	Service Level Agreements: Winning a Competitive Edge for Support & Supply Services by:Andrew Hiles. This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators.

	Service Management in Computing and Telecommunications by: Richard Hallows. This practical introduction shows you how to provide consistent, high-quality service that will keep your business competitive.

	The Complete Guide to IT Service Level Agreements by: Andrew Hiles. Covering all aspects of Information Technology Service Level Agreements, this essential manual is a step-by-step guide to designing, negotiating and implementing SLAs into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them.

	Facility/Site Infrastructure Service Level Agreements by: Kenneth G. Brill. Using actual case studies, this practical document shows how data center and facilities management could benefit from explicit service level agreements governing power and cooling quality levels, maintenance procedures, downtime windows, budgeting and other critical facility issues.

	Root Cause Analysis Handbook by: Risk & Reliability Division, ABS Group, Inc. JBF Associates. Presents a proven system designed for investigating, categorizing, and ultimately eliminating, root causes of incidents with safety, health, environmental, quality, reliability, and production-process impacts.

	Software Failure: Management Failure by: Stephen Flowers. This book brings together material about a number of significant information systems that did not perform as originally envisaged, provides a coherent account of the surrounding events and helps you learn valuable lessons from the experiences of others.

	SLAs for ASP by: Management Advisory Services Consulting Staff. In addition to providing background information, this manual presents a general plan of action for approaching outsourcing and ASP provisioning and a detailed checklist.

	High Availability: Design, Techniques and Processes by: Michael Hawkins, Floyd Piedad. Cost-efficient ways to improve the value of strategic applications, with special emphasis on reliability, recoverability, serviceability, and manageability.

	Software Runaways: Lessons Learned from Massive Software Project Failures by: Robert L. Glass. If failure teaches more than success, imagine how much you can learn from the most catastrophic software development failures of all time. This book details exactly what went wrong in 16 colossal software disasters - and how to keep disasters from happening to you.

	IT Services Costs, Metrics, Benchmarking and Marketing by: Anthony F. Tardugno, Robert E. Matthews, Thomas R. DiPasquale. A guide to satisfying consumers of a company's IT services and building loyalty. Includes info on how to establish processes, service and cost models, and performance measurements, and how to transform goals into reality.

	Enterprise Operations Management Handbook, Second Edition by Steven F. Blanding (Editor) Expert advice and guidance of hundreds of leading computing practitioners and consultants. Covering all major areas of enterprise operations management, this reference will help you get ahead of change and stay there.

	Building the New Enterprise: People Processes and Technologies by: Harris Kern (Editor), Randy Johnson, Stuart D. Galup, Dennis Horgan. Shows how to benefit from the extraordinary flexibility of client/server & Internet-based distributed systems while maintaining high levels of reliability, availability, & serviceability previously afforded by mainframes.

	Service Level Management of Enterprise Networks by: Lundy Lewis. Describes state-of-the-art service level management (SLM) methods for business enterprises, telcos, and service providers. Discusses concepts and definitions, then describes the SLM engineering process, starting with requirements and proceeding to architecture, design, implementation, testing, and deployment.

	Supporting Service Level Agreements on IP Networks by: Dinesh Verma. Service-Level Agreement definition and deployment is a key issue for Internet Service Providers (ISPs) and other network service providers as they construct a quality of service architecture for IP networks.