Summary
In today’s business environment, firms that modernize their service-level agreement (SLA) frameworks to better reflect anticipated changes to and required outcomes from their business operations will be better positioned to leverage outsourcing relationships to gain competitive advantage. Companies and service providers both have roles to play when it comes to pivoting away from traditional service levels. Tech leaders and sourcing professionals should read this report to understand the nuances in service levels today and how they can actively derive more value from IT outsourcing (ITO) contracts.
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