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  • How to implement effective SLAs

    Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.

    Written by Phil Hearsum04 Aug. 14 08:57
  • CIO Summit Roundtable: Application specific SLAs for the enterprise

    Some enterprises have centralised, moved consolidated global ICT assets without giving much thought to the performance of their business applications. While consolidation can help to lower costs, users can have very different experiences for accessing data and applications based on the physical distance to the data centre, where latency may be an issue.

    Written by Georgina Swan12 Oct. 11 11:06
  • No. 1 gripe with outsourcers: Lousy service

    IT outsourcing as we know it is more than 15 years old, yet service quality remains a big concern for CIOs. The results of the 2011 IDG Enterprise Outsourcing and Service Providers Survey bear that out: While 44 per cent of the 1,176 IT leaders who responded to the online survey said their service-level agreements (SLAs) were tighter than they were three years ago, they cited poor-quality service as the top risk of IT outsourcing-ahead of security, loss of internal knowledge and hidden costs. Lax internal governance and an overreliance on contractual obligations may be to blame.

    Written by Stephanie Overby15 June 11 03:33
  • Outsourcing customers focus on SLAs

    Business strategy is getting short shrift in outsourcing relationships while outsourcing customers and providers focus excessively on basic service level agreements (SLAs), according to a recent survey conducted by Accenture and the Shared Services and Outsourcing Network (SSON).

    Written by Stephanie Overby25 May 11 05:05
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