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Microsoft® Office SharePoint® Server 2007 Best Practices by Bill English, Ben Curry

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Negotiating Service Level Agreements

In the context of technology development and management, the business drivers give rise to Service Level Agreements (SLAs) that are negotiated between the business and technology stakeholders. An SLA is an agreement between two organizations that formalizes an agreement for service and support and identifies the roles of all participants. The SLAs are then compiled into a service catalog that includes cost differentials for various levels of service. It is common for service delivery to be organized in the three distinct levels for each of the standard requirements that arise from the business drivers. The three levels go by different names, but refer to low, medium, and high levels of service and support. ...

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