Service-level agreement (SLA)
A management tool primarily to manage expectations for service delivery. It is a partnership agreement between an internal service provider (global business services) and its customers (business units, function or corporate). It is a two-way agreement used to identify requirements, targets, billing methods and levels of service.
Recommended Research
SG&A Has Reached a Tipping Point
Selling, general and administrative (SG&A) costs have reached a five-year high across Europe’s largest companies. Even with stronger revenue growth,…
Revenue Is Growing. SG&A Costs Are Growing Faster.
SG&A costs have outpaced revenue growth for five consecutive years at North America’s largest companies. Even organizations improving selling, general…
The AI Procurement Performance Gap
AI World Class research shows leading procurement organizations are redesigning procurement around artificial intelligence (AI) to generate up to 200% greater…
A New Organizational Capability Gap Is Emerging
Chief human resources officers (CHROs) have the clearest view of the artificial intelligence (AI) opportunity. AI World Class research shows…
Related Insights
SG&A Has Reached a Tipping Point
Selling, general and administrative (SG&A) costs have reached a five-year high across Europe’s largest companies. Even with stronger revenue growth,…
Revenue Is Growing. SG&A Costs Are Growing Faster.
SG&A costs have outpaced revenue growth for five consecutive years at North America’s largest companies. Even organizations improving selling, general…
AI Solution Providers: 2026 Trends, Capabilities and Strategic Insights – Summary Report
Artificial intelligence (AI) capabilities are advancing faster than most organizations can assess, making it difficult to separate market momentum from…
AI Solution Providers: 2026 Trends, Capabilities and Strategic Insights – Full Report
Artificial intelligence (AI) is reshaping enterprise software, services and operating models at an unprecedented pace – but most organizations still…