Nowadays, with more and more companies moving to the externalized cloud services, SLA’s have became more and more important. If we follow the ITIL guidance, SLA’s are, among other things, a way of transferring the risk to the provider, so you get free of risk. Is that true? Is this the way of current SLA’s are written? In this post I will cover the common SLA and provide some comments about how it should be.
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TagsARS ARS Config BMC Case insensitive Case sensitive Categorization Certification Change Management Development Documentation Escalation Filter Free Tool Functions Funny Incident Management Indicator ITIL ITSM Config Joke KPI License login Mid-tier Oracle OTRS Permission Groups Problem Management Process engeeniering Product Categorization RAD Rapid Application Development Request Id Scheduling Service Service Support SLA Sort Status Support Group Table Field Three layers User Groups User Management WWRUG