Skip to main content

The role of service level agreements in IT service delivery

Buy Article:

$46.50 plus tax (Refund Policy)

Abstract:

Introduces the concept of service level agreements (SLAs) in IT service provision, especially in the case of outsourced service provision. Reports the experience of several consulting engagements and surveys to substantiate suggested frameworks and checklists. Discusses the reasons for exercising rigour around SLAs. Differentiates between SLAs negotiated for internal versus external service providers. Describes the structure of good service level agreements. Outlines the most important elements of measurement for monitoring service level performance. Concludes with the importance of SLAs to the management of commercial relationships in which services are provided.

Keywords: Computer Outsourcing; Contracting Out; Information Technology Strategy; Outsourcing; Performance Measurement; Performance Monitoring; Service Levels

Document Type: Research Article

DOI: https://doi.org/10.1108/09685229810225029

Publication date: 1998-03-01

  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more