Gartner Research

Toolkit: Outsourcing Contract — Attachment N — SOW, SLA, OLA, Price, Behavior Drivers

Published: 24 February 2015

ID: G00273103

Analyst(s): William Maurer , David Ackerman , Kris Doering

Summary

Outsourcing contracts require a proper statement of work, associated service and operating levels, price, and behavior drivers for each IT service to help ensure deal success. Sourcing managers should use this Toolkit to create an Attachment N — without doing so, deals face challenges or failure.

Table Of Contents

When to Use

  • The Challenge
    • Vendors Provide Their SOW and Relevant Items
    • Clients Don't Use Effective Measures
    • Clients Ignore the Value of Pricing Model to the Deal Outcome
  • The Solution

Downloadable Attachments

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