Strategic SLA Management for ICT Services

25 – 27 June 2012

“A Practical How-To Guide on Negotiating, Developing, Monitoring

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About Strategic SLA Management for ICT Services

The availability, reliability and responsiveness of Information and Communications (ICT) services are vital, especially in banking, insurance, finance, telecommunications and mining industries – and often governed by regulation and compliance requirements. The public sector, too, is increasingly offering service levels in service charters.

As many organizations are using outsourcing and shared services as strategies to achieve cost efficiencies, it is important for both ICT service providers and end-users to understand the requirements and limitations of their services. Changing legal and customer demands also necessitate organizations to have flexible and robust SLAs.