SLAs For Outsourced Testing Service Relationships Pose Unique Challenges

Related revenue growth among outsourcing suppliers shows that more customers are embracing outsourced testing services. While these engagements run the gamut from consulting, to staff augmentation, to defined outcome relationships, the latter approach remains relatively less popular with buyers. Why? Many firms struggle with the best way to define service-level agreements (SLAs) and outcomes to govern testing relationships. Although there are ample alternatives for SLA metrics for testing relationships, the best alternatives are not always obvious. Sourcing and vendor management professionals are in an excellent position to contribute to the discussion and assist in formulating SLA or outcome-based relationships for testing services. While business outcome-based relationships are certainly possible, they require high sourcing maturity and suitably qualified suppliers. Most buyers will meet near-term requirements more readily with test service engagements built around any of a variety of suitable delivery SLAs.