Volume 1 is written for Chief Executive Officers (CEO) and Board of Directors members. It is a concise introduction to SLA Concepts, Business Case, Benefits, and Consequences for telecommunication service customers, SPs, and hardware and software suppliers. Volume 1 also addresses where SLAs reside within the modern market place.
Volume 2 is written for the telecommunication and supplier managers. It provides the detail behind SLA principles such as Service Access Point (SAP), Service Delivery Point (SDP), SLA management process mapping onto eTOM, service parameter framework, and measurement and reporting strategies.
Volume 3 is written for Telecommunication and Supplier implementers. It describes how to apply the SLA principles defined in Volume 2 to a representative set of technologies. Volume 3 also includes a checklist of items typically included within telecommunication service SLAs.
Volume 4 is written for enterprise managers and implementers. It addresses business application and services as well as internal and external network services. In this context it generically describes enterprise performance requirements for end-to-end services. A number of enterprise business applications of SLAs are described in detail.