The Complete Guide to Preparing and Implementing Service Level Agreements (2nd ed.)

Citation

Turner, R. (2002), "The Complete Guide to Preparing and Implementing Service Level Agreements (2nd ed.)", New Library World, Vol. 103 No. 4/5, pp. 186-186. https://doi.org/10.1108/nlw.2002.103.4_5.186.3

With the rapid development of information service provision and the need to meet the requirements of all customers, LIS managers are increasingly having to become adept at drawing up often complex service level agreements. This second edition, produced 24 years after the first, arises out of a perceived shortage of practical assistance for the manager producing service level agreements. It is certainly a very practical handbook.

The book is extremely well structured and is very readable. The opening chapter explores the origins and use of service level agreements, including an explanation of the differences between them and a contract. The authors then go on to explore in some depth definitions of, and importance of, service level agreements.

Pantry and Griffiths then examine who the agreement is between and what needs to go into them. It is stressed throughout that it is important to operate within existing in‐house policy.

Important issues such as monitoring of services, any charging policies, managing customers, external contracting, managing suppliers (including electronic service suppliers), managing staff and wider communication strategies are all fully addressed.

Each chapter starts with clear headings of the subjects covered and ends with a concise summary. There is good cross‐referencing between related chapters. Each element of the agreement is highlighted by a practical example, so that this handbook really is a practical tool for the LIS manager.

References and further reading for each chapter are outlined in an appendix. Further appendices provide a sample Quarterly Report format, other possible LIS functions that may be added to the service level agreement and a handy list of definitions. The index is adequate, although the general layout is so well structured that it may not be needed.

Sheila Pantry and Peter Griffiths have produced an extremely practical handbook that will be of use to any information manager in almost any sector. It is an accessible and well laid out work that considers all elements of the agreement and the context in which information professionals work.