Informatiemanagement Service Level Agreement (SLA) volgens Gartner
juni
03
2011
Gartner definieert een Service Level Agreement (SLA) als volgt:
"An agreement that builds the foundation of a business relationship, sets the expectations between the service provider and the customer, and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the processes are monitored and improved."
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'Cheshire Puss, would you tell me, please, which way I ought to go from here?' 'That depends a good deal on where you want to get to,' said the Cat. 'I don't much care where--' said Alice. 'Then it doesn't matter which way you go,' said the Cat. '--so long as I get somewhere,' Allice added as an explanation. 'Oh, you're sure to do that,' said the Cat, 'if you only walk long enough.' uit Lewis Carroll's "Alice in Wonderland" |
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