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Effective SLAs are extremely important to ensure effective outsourcing engagements. The metrics used to measure and manage performance to SLA commitments are the heart of a successful agreement and are a critical factor in long-term success. Lack of experience in the use and implementation of performance metrics can cause problems for many organizations as they attempt to formulate their SLA strategies and select and set the metrics needed to support those strategies. Fortunately, while reaching for perfection is difficult and costly, most companies can achieve their objectives through a carefully chosen set of collected metrics.
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