But for customers it throws up all sorts of new challenges - particularly when it comes to defining the Service Level Agreement (SLA). The SLA should be a separate document from the contract, although it may appear as a schedule within a contract.
SLA checks and balances* Nonetheless, these tools must be used with discretion and it is essential that some basic questions be asked before SLA monitoring takes place. Some of the companies that can supply SLA monitoring tools include CA and HP...
Managed services provider Loudcloud is calling for the introduction of a standard for internet services to regulate the quality of agreements between providers and customers. With its "Loudcloud Quality Challenge" the company has thrown down the...
Are you OK with your SLA? Service level agreements (SLAs) referring to business goals rather than arbitrary technical metrics should be specified - but they should be enforced more by incentives and bonuses than penalties.
The research points to a disconnect where business mangers make the decision to outsource and then pass on responsibility for the service level agreements (SLAs) to the IT department, with almost 40 per cent of business managers rarely involved in...
If the infrastructure must be upgraded to meet the SLA, there is a ready-made business case tied to corporate business requirements. Those SLAs form the foundation for the enterprise technical architecture and design.
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