Gartner Research

Toolkit: Negotiating Effective SLAs for IT Infrastructure, Applications, IaaS and Business

Published: 26 February 2014

ID: G00259861

Analyst(s): David Ackerman, William Maurer

Summary

This unique accumulation of service levels allows sourcing managers to compare and negotiate reasonable levels of service to meet the needs of both IT and business. Review and compare your SLAs with this Toolkit that reflects common service levels in the market.

Table Of Contents

When to Use

How to Use

  • Effective Use of Service Levels
    • Effective Service Levels Can Provide Many Benefits
    • Service Levels Should Guide Performance in Three Key Areas
    • Use These Key Service-Level Attributes and Tenets
  • Make SLAs Effective by Using Penalties and Incentives

Downloadable Attachments

Directions for Use

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