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service level agreements - News, Features, and Slideshows


  • 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.

    Written by Phil Hearsum04 Aug. 14 08:57
  • Outsourcing - Part 6

    What to do - and what not to do - when defining outsourcing relationships, negotiating new terms and setting KPIs and SLAs.

    Written by CIO Staff31 Jan. 11 08:00