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Papers by Topic: SLA

Avoiding the Dark Side of Help Desk Outsourcing: 11 Mistakes Buyers Make in Planning and Negotiating Help Desk Outsourcing Initiatives - November 2009

Analyzing the Total Cost of a Global Service Desk - Explore the levers and choices surrounding a global service desk and its impact on cost. - June 2009

Achieve Lowest Total Cost of Ownership with a Unified Global Delivery Model - Learn how you can find and maintain a competitive advantage beyond price by automating document-intensive business processes - such as invoice processing and procurement operations - on behalf of clients with demanding SLAs. - April 2009

SLA Management for Utility-Based Computing: A Case Study - This paper by examines challenges for offering services on a utility-based computing basis and looks at a case study of a service provider that was able to efficiently measure and report on services quality and costs with the Digital Fuel's SLA mana... - January 2006

Managing Business Services Sourcing for Profitability - Ensure that underlying IT services are aligned with business goals and develop better SLA design and metrics to ensure success in outsourced or in-sourced business services. Prepared for Digital Fuel by Enterprise Management Associates. - September 2005

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