The potential of application of this concept is even more significant in the current context
where presence-enabled services like VoIP are emerging as the primary services in ITeS
based on which many businesses/organizations are evolving and progressing. This will
also enable industrial practitioners who are actively involved in designing and managing
service level agreements. This is seen as a very crucial component of the overall business
processes of many organizations of today which are showing a proliferating trend towards
outsourcing basic support/infra-structural services, the need emanating primarily from these
organizations??™ priorities to focus on developing core competencies to gain and retain sustainable
competitive advantage. Being the backbone of the basic process-running and services
required by these organizations, the support/infra-structural services like presence-enabled
services quite often determine the quality of services that are produced as part of these
organizations??™ core competencies. Consequently, the effective and efficient benchmarking,
monitoring, and controlling of these services becomes crucial for organizational success.
Therefore, not only from an academic or research point of view, but also from the hard-core
industry practitioners??™ view, it is a crucial challenge for managing the service level agreements
with various service producers/providers, a challenge which needs to be addressed
with innovative, new ideas and approaches aiming towards a cost-effective, sustainable
method which utilizes IT resources optimally for managing SLAs.
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