Service Level Agreements for Cloud Computing provides a unique combination of business-driven application scenarios and advanced research in the area of service

Service level agreements (SLAs) offer service providers a way todistinguish themselves from their competitors in today's volatile,hypercompetitive market. This

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that softw

This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external ser

Most suppliers lose around 16% of their customers each year. The reason? Poor service — whether perceived or real. Any technology-based support service, wheth