Many organizations implement information technology (IT) service management practices to improve IT operations as itcontributes to organizational performance. When outsourcing an IT service such as help desk support for customers, theorganization may some of its ability to manage the relationship and ensure effective services are provided to the organizationand customers. This paper presents the case of the Colorado Community College System’s use of specific metrics, defined inthe service level agreement (SLA), as a tool to manage the relationship with an outsourced IT help desk support service.
Green, David Thomas, "SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services" (2011). AMCIS 2011 Proceedings - All Submissions. 377.