This posting is inspired by a question on LinkedIn around whether anyone really cares about SLAs. Let’s be frank – some people don’t. Service Providers who don’t care about SLAs are typically of low capability and deliver a poor service. Clients who don’t care about SLAs typically are in a high revenue phase and aren’t really focussed on cost. As a person who has spent years working with clients who want to manage SLAs I have learnt that the problem is less about whether people ‘care about SLAs’ and more about whether they have ‘the capability to manage them’. I believe this capability needs to exist on both on the client and the service provider side. Firstly here are some good reasons why you should care about SLAs.
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