SLA: to Sign or Not to Sign

We present our experience of a three-week fieldwork in the form of a contextual inquiry with a service manager at the EPFL IT department. During these three weeks, we encounter a refusal of a user committee to sign a service-level agreement (SLA). We describe the context in which this refusal occurs, and we uncover our findings about the core of ITIL’s service-level management that building relationships is more important than bounding to a contract.


Published in:
Proceedings of the 2nd International Workshop on Socio-Technical Perspective in IS Development co-located with 28th International Conference on Advanced Information Systems Engineering (CAiSE 2016), 15-24
Presented at:
2nd International Workshop on Socio-Technical Perspective in IS development (STPIS'16), a CAiSE'16 workshop, Ljubljana, Slovenia, June 14, 2016
Year:
2016
Publisher:
CEUR Workshop Proceedings
Keywords:
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 Record created 2016-05-30, last modified 2018-03-17

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