Outsourcing Dilemma: The Search for Competitiveness, The

Service level agreements

Service level agreements (SLAs) are the link between the specifications laid down in the contract and the delivery of the service. In essence they provide the basis of the legal framework under which the performance of the provider is measured.

SLAs naturally vary according to the requirements of the various parties to the outsourcing arrangement. But in each case the quality of the service delivery will depend to a large extent on these factors.

• How well both parties have isolated and set down the really critical controls. Although agreement will be necessary, it will be apparent that the client must set its own agenda and not just leave it to the provider;

• In an appropriate risk/reward sharing arrangement, creating ...