Dare to offer a General SLA

My new column Dare to offer a General SLA is out on Outsource Magazine.

Short break out:

SLA appendices: I’ve seen some bad ones. I’ve seen some good ones. I’ve seen one which was a really good one – and I loved it.

IT service delivery isn’t a senior service provider’s proviso anymore. “We’ve done this for 20 years, no one beats us!” might be a good call but it might also indicate you’re stacked in old habits. Thanks to new service delivery models like cloud computing and techniques like virtualisation etc. almost anyone can deliver quality IT services. It’s really not a problem to deliver for instance an SaaS

Pay, Ask and Prepare

Commented the post IT Outsourcing Customers Get What They Pay for, Not What They Want by Stephanie Overby (@stephanieoverby) on CIO.com.

Short break out:

"When asked to rate their own talent, outsourcing buyers consider themselves strong in tactical areas such as contract negotiation and service provider selection but weaker in the more strategic fields of improving analytics, driving innovation, and defining business outcomes beyond cost