How to build better SLAs for more strategic applications outsourcing
Service-level agreements (SLAs)—those contractual agreements defining the expected performance of a service provider— alone will not guarantee success when outsourcing application development and maintenance work. They’re one of many tools to help manage an IT outsourcing deal.
When the proper governance of an application development and maintenance relationship is in place, however, “the right SLAs are very effective and will set the standard for the quality of work the provider will generate,” says Steven Kirz, managing director for business transformation with outsourcing consultancy Pace Harmon.
It’s critical to put in place an effective SLA schedule for outsourced application development and maintenance—one that not only looks good on paper, but translates into accountability and business results in real life. CIO.com talked to Kirz about how SLAs should work, the most common ways IT outsourcing customers use (and abuse them), and how to develop a strategic set of SLAs that takes into account the complexities of today's application outsourcing engagements.
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