Joined: Oct 06, 2004 Posts: 77 Location: Bloomington, IL
Posted: Sat Apr 16, 2005 5:04 am Post subject:
Think of SLAs not as prescriptive "contracts" but as mutual agreements for coninuous service quality improvement. If either party (service receiver or service provider) finds the need to update the document, then by all means let them. That is one key purpose of ITIL/Service Management--to continually improve the level of service provided at an acceptable cost. This will help to bring about accountablity and responsibility from both parties. You will have a partnership and not an "us vs them" mentality. It is only through a partnership that quality can truly be improved.
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