Gartner Research

Service-Level Agreements in Telecom Expense Management Contracts Are Key to Vendor Performance

Published: 17 March 2015

ID: G00273831

Analyst(s): Tom Eagle

Summary

TEM is an outsourced managed service for optimizing expense workflows and delivering enterprise savings. To achieve these positive business outcomes, sourcing managers must ensure TEM contracts include performance-based SLAs, which are often missing in offerings from less mature TEM vendors.

Table Of Contents
  • Key Challenges

Analysis

  • Understand the Best Practice SLAs, KPIs and Target Metrics, and Include Them in TEM Contracts
    • SLA Penalties and Earn-Backs
  • Ten Best Practice Questions in TEM RFPs to Ensure Vendors Include the Desired SLAs, KPIs and Target Metrics in Their Responses

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