There are an inordinate amount of articles and presentations available on the internet (and elsewhere) entitled: “Why Service Level Agreements (SLAs) Fail”?
So if there is so much guidance to prevent SLAs from failing why is it that they still do?
Karen Ferris believes that it is not the SLA itself that fails (that is just a document) but the Service Level Management (SLM) process and its implementation that causes the failure. In this paper she explores how organisations can avoid the pitfalls of Service Level Management that so many others experience.
Click here to read more: Why SLAs Fail