A Guide For Establishing Service Level Specifications For Outsourcing Relationships

Topics:
Contracts and SLAs,
Evaluation
Tags:
Business Operations,
It Operations,
Outsourcing,
Outsourcing & Subcontracting,
Specification
Source:
Everest Group

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Overview: Determining appropriate service level specifications is a crucial foundation for a successful outsourcing relationship. In outsourcing, an organization turns over the ownership of a non-core, important business process to a service provider in order to leverage the provider’s expertise, economies of scale and access to resources. Service level specifications play two vital roles in an outsourcing agreement. They ensure accountability on the part of the provider, and they determine the price of the service. This paper explains the role of service level specifications and how their components can be constructed to achieve maximum success. This paper is not a step-by-step manual for writing service level specifications, nor does it provide templates. It is a guide to the foundations and techniques but, in most instances, buyers will need the further expertise of an outsourcing consultant to finalize service level specifications.

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Format: PDF | Size: 186KB | Date: Dec 2001 | Pages: 12

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