How to implement effective SLAs
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
service level agreements - News, Features, and Slideshows
News about service level agreements
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The Cloudy Truth about Service Level Agreements
Carefully crafting them is fundamental to successfully using cloud computing
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Outsourcing - Part 6
What to do - and what not to do - when defining outsourcing relationships, negotiating new terms and setting KPIs and SLAs.
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CommBank increasingly tying pay to customer satisfaction and IT performance
While an increasingly common phrase in management parlance, ‘Customer Delight’ is, for the Commonwealth Bank, a real concept with hefty financial strings attached for failing to deliver on customer service standards.
Features about service level agreements
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9 tips for how to use operating level agreements in multisourcing
The rise of multisourcing has thrust operating level agreements in the IT outsourcing spotlight. But establishing OLAs among service providers can be difficult.
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How to structure a service agreement that best suits your organization's needs
Thanks to the rise of Cloud Computing, CIOs are increasingly being confronted with service agreements that relate to abstract concepts like software functionality or remote hardware capacity. Here's how to structure a service agreement that best suits your organisation's needs.
Whitepapers about service level agreements
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Enhanced Service Level Agreements (eSLAs) on the nbn broadband access network
A "How To" guide on the most important things you need to know when talking to your phone and internet providers