Service Level Agreement standards

helping IT sourcing professionals improve supply chain relationships

SLA standards to help sourcing professionals improve supply chain relationships
 
“60% of IT sourcing professionals spend too much time on service level agreements and not enough on outcomes - it is clear that traditional methods are not sufficient.”
 

OMG and the Consortium for IT Software Quality (CISQ) developed service level standards to help IT sourcing professionals improve supply chain relationships while preventing security, reliability and maintainability threats. Automated SLA agreements are a consistent, cost-effective manner to create transparent and objective dialog between client and partners. It also protects critical applications from risks that may affect revenue or customer satisfaction.

 

Table of Contents

  • Why Use Measures Industry Standards?
  • Service Level Agreement Structure and Approach
  • Characteristics of Effective Performance-Based SLAs
  • Setting SLA Measurements for Structural Quality Characteristics
  • Conclusion and Lessons Learned
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