Service Level Agreements. Een literatuuroverzicht
Abstract
Service Level Agreements (SLAs) enclose the conventions between a service provider and a customer about the minimal acceptable service delivered. Despite the managerial importance of these agreements there are little writings outside the IT on this topic. This article gives an overview of the literature about Service Level Agreements, stressing the applicability of the theoretical aspects for all services. The issues discussed are a standardized definition for SLAs, the different kinds of agreements, the desired objectives and a general procedure to establish such an agreement. The important contributions of this article are a review of the literature on SLAs, the added critical notes and the attention given to possible further research about SLAs.Download Info
If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.Bibliographic Info
Article provided by Katholieke Universiteit Leuven, Faculteit Economie en Bedrijfswetenschappen in its journal Review of Business and Economics.
Volume (Year): XLIX (2004)
Issue (Month): 1 ()
Pages: 137-168
Contact details of provider:
Postal: Naamsestraat 69, 3000 Leuven
Web page: http://www.econ.kuleuven.be
More information through EDIRC
Related research
Keywords:References
No references listed on IDEASYou can help add them by filling out this form.
Citations
Lists
This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.Statistics
Access and download statisticsCorrections
When requesting a correction, please mention this item's handle: RePEc:ete:revbec:20040105For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Hilde Roos).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.