Gartner Research

How to Develop and Apply SLAs in Outsourcing

Published: 07 February 2007

ID: G00143550

Analyst(s): William Maurer , Richard T. Matlus


Sourcing managers often fail to get the most out of their outsourcing deals, because they approach service levels in an ad hoc and lackadaisical way. Use this step-by-step guide to develop and use service-level agreements.

Table Of Contents
  • Overview
  • Predictions
  • Introduction
  • Definitions
  • Understand Measurement Types
  • Choose a Relationship Model
  • Use a Five-Step Development Process
    • Define
    • Measure
    • Examine
    • Correct
    • Guide
  • Examine Four Key Factors
    • Determine Drivers
    • Define Objectives
    • Set Metrics
    • Define Accountability
  • Establish Contract Content
    • Master Terms and Conditions
  • Set SOW, Service Levels and Pricing Content
    • General Information
    • IT Towers
    • Data Points
  • SLM
    • Measure
    • Examine
    • Correct
    • Guide
    • Wrap-Up
  • Conclusion and Recommendations
    • Critical Success Factors
    • Best Practices

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