The use of SLAs as part of the service delivery management process is on the rise and whether you yourself are initiating the setup of SLAs, or you are doing so at the request of customers, SLAs are critical tools that can help ensure appropriate performance.
Are you now looking at an SLA commitment? If you’re going to succeed, you’ll have to do your homework. This paper identifies the five critical steps you should take before you define your Service Level Agreements.
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