A service-level agreement (SLA) defines the level of service expected from a vendor, laying out metrics by which service is measured, as well as remedies should service levels not be achieved. It is a ...

The Office of Information Technology Services (ITS) provides services and support to the California Lutheran University (CLU) community, which includes every qualified faculty, staff and student. The ...

Before you sign on the dotted line and commit to an ASP, be sure you know exactly what kind of service you'll be guaranteed You've heard the application service provider (ASP) hype, and you're finally ...

In reviewing someone's data processing operation the first thing you ask for is the service level agreement [SLA] because that's the preeminent control used in that type of organization. Like all DP ...

Many IT administrators aren’t comfortable handing over control of the most critical security components of their infrastructure. But in recent years, security outsourcing has become a popular and ...

Boris Kontsevoi is a technology executive, President and CEO of Intetics Inc., a global software engineering and data processing company. Measuring the productivity of software engineers is a ...

You were quite critical of Service Level Agreements in your recent column, “ Run, IT run … but not as a business,” (Keep the Joint Running, 1/28/2008), describing them as formal contracts between IT ...

Companies often have multiple internal groups that all provide support in some way. These groups work under a basic service-level agreement, or SLA, which describes the overall support goals and ...

When it comes to cost savings, discounts and credits for poor service most people operate on a “more is better” principle. Is this really the best approach for service-level agreement credits? Most ...