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Why Your Service Levels May Have Lost their Oomph

Of all the factors to consider when executing a sourcing contract with a service provider, conventional wisdom has it that service-level agreements (SLAs) may be one of the most important elements. SLAs do the hard work of aligning expectations between the enterprise client and the service provider.…

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How to Design Service Levels for Cloud Services

Co-authored by Jerry Lawson

Sourcing experts are well versed in how to establish service levels and the associated service level credits within a managed services contract. At least they used to be.

Recently, cloud-based software-as-a-service (SaaS) offerings have come to market and radically changed the way companies purchase services.…

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Achieving Service Levels with BPaaS is Part Art, Mostly Science

The end of the first or second generation of outsourcing is a time when enterprises are eager to explore creative pricing constructs. They want to know the services they are paying for directly contribute to their business objectives. A growing number of these companies are looking to Business Process-as-a-Service (BPaaS)—and its associated outcome-based pricing—as a means to improve their service delivery and performance.…

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ADM as a Business Changer, Plus Free ADM Webinar Details

Top_5Editor’s note: On Thursday, February 16at 11:00 a.m. Eastern, Steve Hall will be the featured guest speaker on a webinar hosted by CAST Software on the topic of aligning service provider SLAs with long-term value. The discussion will focus on risk mitigation and value enhancement from provider relationships.

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