Hi Bob, We don’t have SLAs applicable in our App Support Service. In that case what metrices should be caprured to measure the performance of support service? D
Hi Bob, I have a client that has multiple outsource partners (across infrastructure and applications), making service management across their landscape a real headache! I have a
Application outsourcing engagements are typically governed via specific service agreements that are comprised of a number of SLAs. Metrics are a critical ingredient of an SLA.
Additional $ Cost because your IT staff cannot move to new assignments. They are still fixing problems, many of which are caused by the vendor. They continue to fight fires with