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Access "Backup SLAs: The art of diplomacy"

Published: 20 Oct 2012

You need more than technical acumen to negotiate an SLA with your business units. Negotiating service-level agreements (SLAs) can be one of the trickiest elements of transitioning IT from a mere technology competence center to a real part of the business. Detailing what a backup service will provide to its customers, and figuring out how to measure and report on these promises, will improve satisfaction and alignment; however, many IT professionals lose their cool when discussing service levels with business managers. SLAs are a hot IT topic (see "The essential elements of an SLA"). They're a key element in transitioning IT from merely "something that has to be taken care of" to a critical business advantage. SLAs hinge on the proposition that proper feedback to a customer will yield better products. In other words, if IT can clearly articulate what they'll deliver, computer systems users will be better able to ask for what they need. And when people who know the business have their needs met more appropriately and efficiently by internal groups, the whole ... Access >>>

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