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Death by a thousand SLAs: a short study of commercial suicide pacts
Taylor, Richard; Tofts, Chris
Keyword(s): SLA; negotiation; co-evolution; analytics, modelling
Abstract: A study from the coalface of more than 11 large governmental and private managed service contracts within Europe and the US, worth over $10B, has demonstrated significant weaknesses in the manner that service level agreements are formed, and the expectations of their application during the delivery of those services. This short paper summarises a major weakness in current processes and proposes a new and more mature approach to the problem currently being trialled by HP - White Box or Open Analytics.
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