Service Level Agreement Resources

I specialize in helping organizations manage customer expectations and improve customer satisfaction. I've written numerous books and articles on service level agreements and have many years of experience consulting and presenting SLA seminars internationally.

My SLA services and ebooks focus on:

What a service level agreement can and cannot accomplish
What makes a service level agreement succeed or fail
The key elements of an SLA and their functions
How to plan, develop, and manage an SLA
The types of wording to use in an SLA
How to avoid the pitfalls that cause so many SLAs to fail
What to look for in critiquing an SLA
What you must do to successfully establish your own SLAs

Handbook: My 172-page handbook, How to Establish Service Level Agreements, will help you successfully create and manage service level agreements and avoid the disruptive flaws and painful failures so many organizations have experienced.

Guide: Why SLAs Fail and How to Make Your Succeed describes key contributors to the failure of a service level agreement effort, and offers guidelines and recommendations for a successful outcome.

Guide: How to Evaluate Your Service Level Agreements provides a comprehensive list of criteria for assessing and strengthening your SLA documents.

Guide: An SLA Template and How to Use It provides an SLA template and detailed information on each of the elements in the template.

Order Form: To order any of the above, download this order form.

Articles: I've written several articles on service level agreements which you're welcome to download and circulate.

On-site seminars: My one-day service level agreement seminar can be tailored to address your organization's unique needs.

Public seminar. If I have a public seminar on service level agreements scheduled, it'll be listed on this page.

SLA evaluations: I can do an in-depth review of your draft or existing SLAs, and provide detailed feedback and recommendations. Send me an if you'd like additional information.

Presentations: If you'd like a presentation on SLAs for your organization or conference, please send me an

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