McLean Report - Research Note

This content has been retired.

While this research is still accessible, its content and related references are not currently being maintained by our research team. The information contained in this research is not guaranteed to be either current or free of dead links.

SLA Best Practices for Public IT Managers

McLean Report: Research Note

Defining terms and conditions that comprise a service level agreement (SLA) is the most daunting part of any outsourcing contract. Given the unique conditions and constraints in government organizations, the task is even tougher. Identify key parameters for drafting an SLA, irrespective of the application, technology, or service to be outsourced.

What Is an SLA?

An SLA is an agreement with the service provider for an outsourcing contract and outlines service quality parameters, performance metrics, and compensation from the service provider in case it fails to deliver as per the SLA. In addition, SLAs cover:

Technical parameters: Include system load, performance, and reliability.
Administrational parameters: Include response time, scheduled maintenance periods, and number of staff dedicated for the service.
Communicational parameters: Include contact information, help desk service, and...

This article is available in full to members of McLean Report.
Already a member? Please log in.

Username:
Password:

Remember me:

I forgot my password.

E-mail address:

I am not a McLean Report member, but...

I would like to become a member (starting at $495/yr).
I would like to learn more.