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Service-Level Agreements That Really Work

Overview This paper presents some helpful tips on how to generate Service-Level Agreements (SLAs) that are mutually beneficial to both the IT department offering them and the user department that monitors them. The initial discussion traces the evolution of IT departments into service organizations. It's important to understand how IT evolved into its service orientation of today, and how SLAs became a natural progression of this advancement. The paper presents helpful tips on how to develop effective SLAs and explains the important steps to follow when negotiating SLAs.

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Publisher: Pearson Education
File Format: HTML
Date Published: Aug 23, 2006
Format: White Papers
Topics: Service Level Management, SLA

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