Service Level Agreements (SLAs) have been used in the IT world for many years as a contractual mechanism for holding service providers accountable and extracting defined payments and penalties when they mess up. Likewise, vendors have used SLAs to put their “money where their mouth is” in terms of fulfilling value promises and establishing important metrics for their customers. In reality, SLAs have not kept up with either of these purposes.
For most IT pros, once contracts are signed, the SLAs are shelved by both parties and do nothing meaningful to guide the relationship. Most enterprises are soph ..