Outsourcing

A Step-By-Step Guide For Developing And Implementing Effective SLA's

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Executive Summary

Computing is being seen increasingly as a utility service - especially now with Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS) and cloud computing added to more traditional outsourcing contracts. Like utility services, in-house technology services are increasingly expected to be self-sufficient, at least recovering costs from customers, rather than being provided as a corporate service as part of the overhead costs. Over half of all outsourcing contracts involve dispute. SLAs can be used to inspire trust and to hold service providers to their word when they fail to meet goals.

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