Is that Your Final Answer? The Need for Auditing Your SLAs

by David Herron

You have a lot invested in your outsourcing partnership. The strategic planning that led to your business decision to outsource was most likely driven by a desire to lower cost, reduce delivery times, or improve quality. Regardless of how you got there, you are now in a relationship that has business-critical objectives. Those objectives have been quantified into specific performance goals and are now being monitored by a series of service-level agreements (SLAs). On a periodic basis, you review the "success" of your outsourcing partnership through the examination of performance-centric service-level measures.

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Is that Your Final Answer? The Need for Auditing Your SLAs March 2002