Service level agreements: An essential aspect of outsourcing

Nicholas Beaumont

The Service Industries Journal, 2006, vol. 26, issue 4, 381-395

Abstract: This paper notes and explains the increasing use of service level agreements (SLAs), stresses their importance to insourcing and outsourcing relationships, proposes a taxonomy of service attributes, and recommends a hierarchical methodology for constructing SLAs. Evidence from interviews and examination of SLA documents suggests that well-designed SLAs contribute to fruitful relationships between business partners. The proposed methodology and taxonomy will simplify the time-consuming tasks of writing and negotiating SLAs. SLAs have not received academic attention proportionate to their commercial importance. Research to ascertain whether SLAs are used effectively and to seek better expression of business requirements in an SLA is appropriate.

Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:26:y:2006:i:4:p:381-395

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DOI: 10.1080/02642060600621563

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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