Tag: service levels

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

Outsourcing may be one of the most complex topics in business today. Amazon.com lists almost six thousand book titles on the topic. In comparison, rocket science earns only 2,500 entries on Amazon’s list. If you are considering outsourcing or are on an outsourcing taskforce you must be wondering what the important bits are. You will […]

Tying the Knot on Service Levels and Business Satisfaction | Article

Tying the Knot on Service Levels and Business Satisfaction | Article

While companies are striving to acquire greater economic benefits from its IT, business operation end users rarely are concerned about technology delivery costs. Internal customers’ concern is: will IT work when it is needed without disrupting business operations. If IT services are disrupted, it is difficult to assess penalties on an internal IT delivery organization […]

Five Steps to Customizing Service Level Agreements | Article

Five Steps to Customizing Service Level Agreements | Article

Today’s Service Level Agreements (SLAs) are not simple documents that define the duration and the service to be delivered against a timetable with a handful of pre-determined performance parameters. Rather, they are documents that include cleverly negotiated customization, additional provisions, provider and buyer obligations, reporting methodologies, penalties and rewards. A well-crafted and customized SLA document […]

5 “Gotchas” When Negotiating an Outsourcing Agreement | Article

5 “Gotchas” When Negotiating an Outsourcing Agreement | Article

Negotiating a good outsourcing agreement involves much more than just achieving the pricing you desire.  As you go through the process, you will go through the normal “give and take” discussions as you work with your potential provider(s).  However, it is important that you do not focus solely on pricing.  While reducing cost is typically […]