With Service Level Agreements, Less is More

During my many years in IT, the IT/customer relationship in the companies I worked in could best be described as adversarial. Thus began my interest in service level agreements (SLAs), which became a key component of the training and consulting business I subsequently formed to help organizations manage customer expectations. I have now delivered SLA seminars and consulting services internationally for more than a decade, and my SLA handbook (“How to Establish Service Level Agreements”) is in use worldwide.