Service level agreements: An essential aspect of outsourcing Export

@article{citeulike:3168017, abstract = {This paper notes and explains the increasing use of service level agreements (SLAs), stresses their importance to insourcing and outsourcing relationships, proposes a taxonomy of service attributes, and recommends a hierarchical methodology for constructing SLAs. Evidence from interviews and examination of SLA documents suggests that well-designed SLAs contribute to fruitful relationships between business partners. The proposed methodology and taxonomy will simplify the time-consuming tasks of writing and negotiating SLAs. SLAs have not received academic attention proportionate to their commercial importance. Research to ascertain whether SLAs are used effectively and to seek better expression of business requirements in an SLA is appropriate.}, author = {Beaumont, Nicholas}, citeulike-article-id = {3168017}, citeulike-linkout-0 = {http://dx.doi.org/10.1080/02642060600621563}, doi = {10.1080/02642060600621563}, journal = {The Service Industries Journal}, keywords = {service\_level\_agreements, service\_science}, number = {4}, pages = {381--395}, posted-at = {2008-08-27 20:51:22}, priority = {4}, publisher = {Routledge}, title = {Service level agreements: An essential aspect of outsourcing}, url = {http://dx.doi.org/10.1080/02642060600621563}, volume = {26}, year = {2006} }

TY - JOUR ID - citeulike:3168017 L3 - citeulike-article-id:3168017 N2 - This paper notes and explains the increasing use of service level agreements (SLAs), stresses their importance to insourcing and outsourcing relationships, proposes a taxonomy of service attributes, and recommends a hierarchical methodology for constructing SLAs. Evidence from interviews and examination of SLA documents suggests that well-designed SLAs contribute to fruitful relationships between business partners. The proposed methodology and taxonomy will simplify the time-consuming tasks of writing and negotiating SLAs. SLAs have not received academic attention proportionate to their commercial importance. Research to ascertain whether SLAs are used effectively and to seek better expression of business requirements in an SLA is appropriate. IS - 4 JF - The Service Industries Journal EP - 395 TI - Service level agreements: An essential aspect of outsourcing PB - Routledge VL - 26 SP - 381 KW - service_level_agreements KW - service_science AU - Beaumont, Nicholas PY - 2006/// UR - http://dx.doi.org/10.1080/02642060600621563 ER -