Abstract:
Service level agreements (SLAs) facilitate the business partnership between the customer and the service provider and have long been an integral part of the information t...Show MoreMetadata
Abstract:
Service level agreements (SLAs) facilitate the business partnership between the customer and the service provider and have long been an integral part of the information technology (IT) service business. With the recent advancement of network operations and maintenance (O&M) services, SLAs are being identified to support the delivery of these services. This letter describes the importance of defining attainable, affordable, and measurable SLAs that focus resources on the customer's primary business.
Published in: Bell Labs Technical Journal ( Volume: 9, Issue: 4, 2005)
DOI: 10.1002/bltj.20067