Original Source: GSX Blog by Eileen Fitzgerald
“We are delighted to post an article on the challenges of managing Service Leve Agreements by ITIL Standards, by Bill Heffernan of SureSkills.
Service Level Agreements (SLA’s) are fundamental to effective service provision. They provide the basis for managing the relationship between the service provider and the customer, describing the agreement between the service provider and customer for the service to be delivered, including how the service is to be measured. Basically, SLAs are intended to ensure the provider understands what they are supposed to deliver, the customer knows what to expect, and both can see (empirically) what is actually being delivered…”
Contributors: Open SourceCategories: Industry Articles, SIG U Resource
SRC Type: Risk Management, Sourcing Management, Third Party Management