This presentation provides an overview of ITIL V3 and discusses its use in IT Service Management – an attempt is made to make the connection between ITIL and business it alignment.
This excellent presentation provides an in-depth discussion on contracts related to outsourcing – what are the key elements in an outsourcing contract? What are the essential components of contract management?
This whitepaper examines the cause of service level metrics failure and recommends solutions to fix this problem.
This presentation discusses "why service metrics fail" and provides guidance on "implementing better service level metrics"
This template can be used to create a Service Level Agreements (SLAs) between a service provider and the service recipient. The objective of the SLA is to present a clear, concise and measurable description of the services provided.
This template lists key elements of a Service Level Agreement (SLA) – you can use it to create your own.
This sample enterprise IT service level agreement (SLA) can be used to design your own.
This presentation discusses the key considerations when negotiating information technology outsourcing agreements
This paper studies how buyers’ technical expertise and supplier governance skills shape their satisfaction with suppliers’ performance i.e. price, quality, and cooperativeness of products or services bought.
This paper explores the relationship between relational governance and formal contracts in creating better supplier performance in outsourcing.