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SLA White Papers

Service-Level Agreements That Really Work

Overview This paper presents some helpful tips on how to generate Service-Level Agreements (SLAs) that are mutually beneficial to both the IT department offering them and the user department that monitors them. The initial discussion traces the evolution of IT departments into service organizations. It's important to understand how IT evolved into its service orientation of today, and how SLAs became a natural progression of this advancement. The paper presents helpful tips on how to develop effective SLAs and explains the important steps to follow when negotiating SLAs.

Further White Paper Details
Publisher	Pearson Education	File Format	HTML
Date Published	June 2005	Downloads	31
Format	White Papers
Topics	SLA, Service Level Management

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