A wide range of industry sectors will outsource service provision (for example, banking, pharmaceuticals, and insurance companies). This can happen where an organisation outsources its IT payroll needs, its helpdesk and IT maintenance requirements, its payment processing, or its whole IT function. The key risk The key risk for an organisation that enters into an outsourcing transaction, are that services that it receives from the supplier will be worse than the services they were receiving before, or that the cost savings that were anticipated or promised, are not achieved. The SLA To try and avoid this scenario, the outsourcing contract should include a Service Level Agreement (SLA). The SLA must be drafted and governs the standard of service that you require, including the cost of those services and the consequences of not achieving pre-agreed standards. The benefits and the pitfalls This pocket guide identifies some of the benefits and the pitfalls that an organisation can encounter when negotiating and drafting SLAs.
It provides an overview of SLAs, highlighting typical scenarios that can arise, and provides information on typical solutions that have been adopted by other organisations. By providing a short, legal and practical guide to SLAs, the reader should be able to quickly come up to speed with some of the legal and practical issues that might arise. Negotiating the SLA and putting the SLA into action are also discussed in the pocket guide. Whilst short and easy to digest, case references and weblinks have been provided in the text where readers can find out more information about SLAs.
- ISBN10 1849280703
- ISBN13 9781849280709
- Publish Date 14 October 2010
- Publish Status Active
- Publish Country GB
- Imprint IT Governance Publishing
- Format eBook
- Pages 118
- Language English