Being diligent about service-level agreements (SLAs) has always been important for IT organizations working with IT service and cloud providers. But understanding how to negotiate, structure, manage, measure, and report on these metrics is more crucial than ever.
“Given digital transformation and the spending cuts across IT and business lines, it is critical to confirm the expected outcomes in advance relative to the IT spend, otherwise IT leaders will be disillusioned and disappointed in the results,” says Dave Jordan, vice president and global head of consulting and services integration at Tata Consultancy Services.
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Source: News