SLA compliance and SLA measurement is a standard topic of conversation in most shared services organisations. We all know that SLAs are important, that SLA metrics are important, and that SLA management is important – we also all know that some how the process of reporting on SLAs in shared services environment is fraught with difficulty. These are not armed length transactions. The consequence of non-compliance to SLAs is never clear. Some organisations choose to call them Operating Level Agreements. I understand why but I dont think this really addresses the underlying issue abouto managing SLAs in Shared Services Centres.
Managing Sourcing Relationships
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