Gartner Research

Establishing the Right SLAs for Server Support

Published: 18 September 2000

ID: G0092327

Analyst(s): Adam W. Couture


As the Datacenter version of Windows 2000 becomes established in the market, Gartner Dataquest anticipates increased opportunities for desktop management service providers to deliver server services. This Research Brief examines how service level agreements for these services can be established and prioritized.

Table Of Contents
  • Introduction
  • SLAs and the Desktop Management Outsourcing Gap
  • Dataquest Perspective
    • Implementation Services
    • Availability Services
    • Maintenance and Upgrade Services
    • Operational or Administrative Services
    • The Power of Penalties

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