Although the IT outsourcing industry is evolving, service level agreements (SLAs) still matter. Indeed, they remain arguably the most important element in the management and measurement of outsourced relationships. When CIOs are unhappy with their vendors, it is usually because their SLA frameworks feature far too many individual service levels and metrics, yet deliver little insight.
This paper discusses an alternative service level framework that resolves traditional problems with SLAs. Download and learn:
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