Service-level agreements and legal standards for Cloud offerings will become more customised to individual customers and vertical industries as the cloud market continues to mature and providers look for ways to differentiate their offerings, researchers at the University of London predict.

What to do - and what not to do - when defining outsourcing relationships, negotiating new terms and setting KPIs and SLAs.

While an increasingly common phrase in management parlance, ‘Customer Delight’ is, for the Commonwealth Bank, a real concept with hefty financial strings attached for failing to deliver on customer service standards.

Thanks to the rise of Cloud Computing, CIOs are increasingly being confronted with service agreements that relate to abstract concepts like software functionality or remote hardware capacity. Here's how to structure a service agreement that best suits your organisation's needs.