Gartner Research

Ensure Application Service Contracts Have the Right Service Levels and Penalties to Be Effective

Published: 29 March 2016

ID: G00298634

Analyst(s): William Maurer , Kris Doering, Gilbert van der Heiden


Organizations are not receiving expected results from outsourcing application services due to poor service-level agreements. Sourcing managers must work with their application leaders to define and enforce the right metrics to ensure quality and timely delivery from application service vendors.

Table Of Contents
  • Key Challenges



  • Define, Prioritize, Measure and Enforce Your Most Critical Application Service Levels
  • Include the Right Penalties and Earn-Back Process to Drive the Right Behaviors
  • Communicate Metrics and Responsibilities to Allow the Organization to Govern Service Provider Performance

Case Study

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