...Getting started Outsourcing contracts can be complex affairs, but a good outsourcing contract will examine service levelagreements, penalties and rewards, timeframes and measurements, regular reviews, and exit strategies. Networks and communications...
http://www.computerweekly.com/essential-guides.htm
...have or do not have - the three most frequent monsters that IT depts have, and "should" replace, are : Service LevelAgreements (Replace with Service Charters), Job Descriptions (with People Descriptions), and Comptency based anything...
http://www.computerweekly.com/blogs/naked-leaders-it-leadership-blog
... Habitat Beats its Service LevelAgreements with Numara FootPrints Published...country, exceeding its Service LevelAgreements on over 5,000 calls a year...expects to exceed its Service LevelAgreements (SLAs) for a service desk...
http://www.itbhandheld.com/pr/31278