He said the innovation lay in service level agreements (SLA's) - the core part of any outsourcing contract. The SLA's in our business process outsourcing don't even mention IT. Edwin Wilson, head of technology at the Inland Revenue, told Silicon...
For example, if you run an in-house technical support hotline do you have a service level agreement (SLA) with every department? Introducing change is not only outside of their remit but may well be actively discouraged by the SLA and contractual...
It is hard to see any justification for this practice, even though it has not discouraged large numbers of people from signing up. What use is democracy and free speech if most of us are obliged to enter into contracts that prevent us from...
ABN Amro has recently illustrated one interesting feature by signing up to a group of separate contracts. And although some contracts have demanded that the provider innovate, it is extremely difficult to write an adequate contract term to put that...
One of the fundamental post-signing work streams should be to ensure that the contract is effectively managed. It is quite rare for a public sector organisation to terminate an IT contract but it is not so rare for public sector contracts to go wrong.
This view is a direct result of the faith and reliance that tends to be placed on detailed contracts, work orders, Service Level Agreements (SLA) and the general due diligence and care spent on deciding which service provider to engage with.
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