Title :
Rescuing IT Outsourcing: Strategic Use of Service-Level Agreements
Author :
Huang, C. Derrick ; Goo, Jahyun
Abstract :
The authors offer practical guidelines for companies to effectively structure service-level agreements (SLAs) for successful IT outsourcing. Specifically, they describe how foundation accords of SLAs are important to operationally oriented outsourcing, whereas change accords nurture relationships intended to achieve strategic benefits.
Keywords :
information services; outsourcing; IT outsourcing; management risks; operationally oriented outsourcing; service-level agreements; Content management; Contracts; Data analysis; Guidelines; IEEE services; Industrial relations; Law; Legal factors; Outsourcing; Protocols; IT outsourcing; interorganizational trust; outsourcing success; service-level agreements; types of outsourcing relationship;
Journal_Title :
IT Professional
DOI :
10.1109/MITP.2009.15
