Service level agreements: An essential aspect of outsourcing
Abstract
This paper notes and explains the increasing use of service level agreements (SLAs), stresses their importance to insourcing and outsourcing relationships, proposes a taxonomy of service attributes, and recommends a hierarchical methodology for constructing SLAs. Evidence from interviews and examination of SLA documents suggests that well-designed SLAs contribute to fruitful relationships between business partners. The proposed methodology and...
Paper Details
Title
Service level agreements: An essential aspect of outsourcing
Published Date
Jun 1, 2006
Journal
Volume
26
Issue
4
Pages
381 - 395
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