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Service Oriented Architecture for Offering Outsourcing Solutions

BEAT in ITO

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19. I need information on how to set effective service levels.

You will benefit by reading the following articles on this topic:

• A Guide for Establishing Service Level Specifications for Outsourcing Relationships
• "Negotiating Effective Service Level Agreements (SLAs)"
• "SLAs and the Bottom Line".
• "Raising the Bar"
• "Measuring Value in IT"

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