... to IT departments and end‐users of their clients. Narayanan Kumbakara can be contacted at: kumbakara@gmail.com © Emerald Group Publishing Limited 2008 Communication technologies Outsourcing Service levels MSPs deliver proactive IT management services to their clients. MSPs have processes...

...Panos Fitsilis Purpose The aim of this paper is to present the key areas of activity to be used for drafting service level agreements (SLAs) for electronic services and, at the same time, to present best practices and problems that arise from the application of this discipline. Design...

... to meet their service level agreement requirements. A novel approach to solve the upstream and downstream data rate problems is presented in this paper. The approach considered is to control the power spectral density and aggregate power level of the DSL access multiplexer. The service provider...

.... This information essentially pertains to the service level obligations between the service provider and their customers so that the customers can ensure the quality of service (QoS) that they are able to achieve at their end. A service level agreement (SLA) essentially quantifies the level of service...

...Kent D. Larson Introduces the concept of service level agreements (SLAs) in IT service provision, especially in the case of outsourced service provision. Reports the experience of several consulting engagements and surveys to substantiate suggested frameworks and checklists. Discusses the reasons...

...Russell Smith Business continuity planning is like any other service that is provided and, as such, justifies a service level agreement. Promotes the idea of a master service agreement as an umbrella document for the establishment and maintenance of service level agreements. © MCB UP Limited...