✦ LIBER ✦
Defining effective service level agreements for network operation and maintenance
✍ Scribed by Karen L. Hartley
- Publisher
- Institute of Electrical and Electronics Engineers
- Year
- 2005
- Tongue
- English
- Weight
- 67 KB
- Volume
- 9
- Category
- Article
- ISSN
- 1089-7089
No coin nor oath required. For personal study only.
✦ Synopsis
Service level agreements (SLAs) facilitate the business partnership between the customer and the service provider and have long been an integral part of the information technology (IT) service business. With the recent advancement of network operations and maintenance (O&M) services, SLAs are being identified to support the delivery of these services. This letter describes the importance of defining attainable, affordable, and measurable SLAs that focus resources on the customer's primary business.