SLAs Not Always as Definitive in Outsourcing as Believed
SLAs Not Always as Definitive in Outsourcing as Believed
How much is a "trust dividend" worth in an outsourcing partnership? One Australian study suggests that CEOs who fail to effectively manage their outsourcing relationships will lose out on a "trust dividend" that is worth up to 40 percent of the contract's value. Relying on well-managed arrangements based on trust instead of on punitive SLAs can boost service, quality and other performance indicators. On the other hand, as more organizations turn to outsourcing for their security infrastructure needs, they're finding that understanding SLAs in relation to security services providers is key to successfully outsourcing such a mission-critical part of their networks. Key areas in SLAs include service summaries, hardware, software, service availability and service requests.
http://ct.itbusinessedge.com/t?ctl=DACE66:3C3C204
posted by Victor Lloyd Smith @ 2:47 PM
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