McElligott, Tim
May 2005
Telephony;5/23/2005, Vol. 246 Issue 10, p24
Trade Publication
The article presents information about "The SLA Management Handbook." The book is a 100-page-plus document describing SLA requirements from an enterprise point of view. It addresses the enterprise issues in the provisioning of end-to-end SLAs. This end-to-end view is distinct from the service provider view. The book states that the quality of service provides a discriminator between various types of service or product that an enterprise provides and leads to opportunities to balance the level of quality offered against price and customer expectation.


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