I am writting to ask you a question. I have readen some passage of your book ( foundations of service level agreement ) on the internet;in france, we don't have possibilities to buy it. I want to know if it's possible to establish SLA in human service ( letter service, swichboard, welcome service...). I think, these service are too subjective, contrary to telecommunication industry; so,how could I proceed to define SLM and SLA in these service. I am french student and reside in Paris ( France ). thank you for helping me.

-- jean-marcel (kanhoue@yahoo.fr), March 12, 2002

Answers

Jen-Marcel, It is possible to create SLAs for non-technical services. In order to do this, you must be able to measure the service. You must be able to control the things that you measure. The measurement and the control must be afforable.

Regards,

Rick Sturm

-- Rick Sturm (sturm@enterprisemanagement.com), March 13, 2002.