SLA framework

With the increasing realization that e- Government is more about providing efficient and convenient services to the stakeholders than acquisition of IT assets. Service  Level  Agreements (SLAs) has a great importance  in defining the service levels in a manner that ensures the maximization  of the customer satisfaction at an  optimal  cost  and  also  provides  a  mechanism  for  enforcing  the service levels in a contractually binding manner. An SLA Framework is a conceptual model that   enables designing and managing effective SLAs.  

Framework for Designing SLAs for e-Government Projects pdf 1.52 mb
With the increasing realization that e-Government is more about providing efficient and convenient services to the stakeholders than acquisition of IT assets, Government agencies are preferring to procure a set of services conforming to specified service
Keywords : J Satyanarayana, service level agreement, SLA, vendor, service level objectives, SLO, service level management, SLM
Posted : 1st May, 2009