Service level agreements: een literatuuroverzicht
Vandaele, Darline Gemmel, Paul
Vandaele, Darline
Gemmel, Paul
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Publication Type
Journal article
Editor
Supervisor
Publication Year
2004
Journal
Tijdschrift voor Economie en Management
Book
Publication Volume
XLIX
Publication Issue
1
Publication Begin page
137
Publication End page
168
Publication Number of pages
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Abstract
Service Level Agreements (SLAs) enclose the conventions between a service provider and a customer about the minimal acceptable service delivered. Despite the managerial importance of these agreements there are little writings outside the IT on this topic. This article gives an overview of the literature about Service Level Agreements, stressing the applicability of the theoretical aspects for all services. The issues discussed are a standardized definition for SLAs, the different kind of agreements, the desired objectives and a general procedure to establish such an agreement. The important contributions of this article are a review of the literature on SLAs, the added critical notes and the attention given to possible further research about SLAs.
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Keywords
Service Operations Management