Wednesday, July 21, 2010

Today's companies are increasingly dependent on IT

SMART route to SLAs

The SLA (service level agreement) can be the foundation of a robust and long-term relationship between the customer and the service vendors, provided it is SMART, says Girish Krishnamurthy, Managing Director–India of Bangalore-based Kaseya (http://bit.ly/F4TKaseya). The SLA, as Wikipedia defines, records a common understanding about services, priorities, responsibilities, guarantees, and warranties. “Each area of service scope should have the ‘level of service' defined. The SLA may specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as billing.”

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