Does Outsourcing Need SLAs
Does Outsourcing Need SLAs?
As the outsourcing model continues to mature, some of its most trusted
elements are being called into question. One such element is the service level
agreement (SLA). As surveys show that over half of IT outsourcing projects are
failing in terms of customer satisfaction, it stands to reason that the SLAs are
failing as well, and, in fact, may be part of the problem. For example, if an
SLA forces a time restriction on help desk calls, help desk agents might be more
focused on the clock than being helpful or respectful. Inflexible SLAs can be a
real problem if a customer's business requirements change. While the outsourcing
model does require careful management, relying too heavily on SLAs can backfire.
If you've chosen an outsourcing vendor because of their expertise in a field,
one expert asks, why would you try to define what they should do with their
expertise?
posted by Victor Lloyd Smith @ 10:34 PM
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