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Overview:
This paper has concentrated on SLA for outsourcing but similar discussions are required for SLA between internal IT (insourcing) and the business, as well as related concepts such as OLA, KPI and UPC. IT system management tools are not the answer as at least some, probably the key, measurements will be business volume related and will not be collected at the IT management level at all. IT system management tools will obviously create information that an SLA management tool should collect and correlate.
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| Format: | HTML |
| Date: | Jun 2004 |
| Pages: | 2 |
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