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.
This presentation discusses the top ten legal issues in outsourcing contracts
This presentation provides tips on performance based standards and metrics for acceptable quality levels.