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Incorporating Metrics into Service Level Agreements (SLAs)
A CAST Software White Paper
by Jay Sappidi, Director, WW Product Marketing
www.castsoftware.com
Abstract
Outsourcing efforts require additional discipline and management oversight to have visibility and control over IT systems that are being delivered. Outsourcing in general, and off-shoring in particular, requires solutions to more proactively manage the technical dimension of the vendor relationship. This paper focuses on incorporating metrics to build a transparent and healthy relationship with vendors and service providers while maintaining visibility and control over the outsourced applications.
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