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The Five Critical SLA Questions: What You Need to Know Before You Define Your Managed File Transfer Service Level Agreements
Overview
A Service Level Agreement (SLA) is a formal, negotiated agreement that spells out the level of service that will be delivered from a service provider to its customer. In this way it is both a commitment and a score card.
You know the definition. But are you aware that the use of SLAs as part of the service delivery management process is on the rise - regardless of whether it's for external use, internal use, or outsourcing agreements?
According to Oblicore, external use remains ubiquitous at about 91 percent; internal use is up to 84 percent from 60 percent in 2005; and in outsourcing, it is up to 88 percent from 57 percent in 2005.
Are you now looking at an SLA commitment? If you're going to succeed, you'll have to do your homework. This paper identifies the five critical steps you should take before you define your Service Level Agreements.
| Publisher | Sterling Commerce | File Format | |
|---|---|---|---|
| Date Published | August 2007 | Downloads | 1 |
| Format | White Papers | ||
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