Specification of service level agreements: Problems, principles and practices

Software Quality Journal

Volumn 12, Issue 1, 2004, Pages 43-57

  Trienekens, Jos J M ^a   Bouman, Jacques J ^a   Van Der Zwan, Mark ^b  

^a EINDHOVEN UNIVERSITY OF TECHNOLOGY   (Netherlands)

^b Improve Quality Services   (Netherlands)

Author keywords

Case study results; Quality characteristics; Service level agreements; Service object; Service process

Indexed keywords

COSTS; CUSTOMER SATISFACTION; EDUCATION; QUALITY CONTROL; SYSTEMS ANALYSIS;

CASE STUDY RESULTS; SERVICE LEVEL AGREEMENTS; SERVICE OBJECTS; SERVICE PROCESSES;

COMPUTER SOFTWARE;

EID: 3543083380     PISSN: 09639314     EISSN: 15731367     Source Type: Journal    
DOI: 10.1023/B:SQJO.0000013358.61395.96     Document Type: Article

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