The trouble with SLAs

Organisations rely on SLAs to ensure they are receiving the IT services they are paying for but they are no longer the service management panacea.

Most organisations rely on Service Level Agreements (SLAs) with their IT service providers to ensure that they are receiving the service for which they are paying. While the idea of using SLAs as a service management mechanism is appealingly straight forward, the reality is somewhat more torturous

In practice, SLAs are too often a poor or ineffective tool because of the way in which they are defined and measured.

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