Death by a thousand SLAs : a short study of commercial suicide pacts

@inproceedings{Taylor2006DeathBA,
  title={Death by a thousand SLAs : a short study of commercial suicide pacts},
  author={Richard Taylor and Chris Tofts},
  year={2006}
}
A study from the coalface of more than 11 large governmental and private managed service contracts within Europe and the US, worth over $10B, has demonstrated significant weaknesses in the manner that service level agreements are formed, and the expectations of their application during the delivery of those services. This short paper summarises a major weakness in current processes and proposes a new and more mature approach to the problem currently being trialled… CONTINUE READING
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