HPL-2004-138 (R.1)
Open Analytics - Taylor, Richard; Tofts, Chris; Yearworth, Mike
Keyword(s): business objectives; service level objectives; service level agreements; modelling
Abstract: Business critical functions are increasingly being outsourced. Service level agreements (SLAs) are used to establish an interface between the customer and service vendor that can be used to determine service remuneration levels during the lifetime of the contract. On their own, SLAs are often a poor ...
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