Published October 16th, 2004 by Jim O'Halloran
SLA Resources
Have been doing some research into Service Level Agreements (SLAs) to prepare my Monday lecture. Theres q few good resources floating around on the ‘net. ZDNet Australia has an introduction to SLA basics. Covering what should be included in an SLA, and looking at some of the issues involved in penalties and bonuses.
Unfortunately not every relationship between customer and provider goes smoothly; things go wrong, relationships break down, and at those times the first thing both parties will be reaching for is the service level agreement.
ITworld looks at 10 myths about service-level agreements. An interesting siscussion.
An SLA is the contract that binds the customer and the service provider. So it’s worth the customer’s while to do a little research before signing on the dotted line. Here are 10 of the most common myths about SLAs.
Darwin Executive Guides has a good introduction to SLAs for CxO level staff.
Here are some ways to make sure an SLA (service-level agreement) protects your Web business and technology:
While CIO Magazine uses some of the same material, but instead discusses how internal IT departments can implement SLA’s with their end users.
Ronald Lynn suffers the classic irony of the shoemaker whose children go without shoes. His IT group at Inspire Insurance Solutions Inc., an insurance and technology outsourcing company based in Fort Worth, Texas, serves both external outsourcing clients as well as internal Inspire business units.
Finally, the Virginia Community College System has several of their SLA’s online. This is their E-mail SLA. It illustrates a number of points from the earlier articles.