The role of benchmarking and service level agreement (SLA) practices in IT outsourcing success

摘要: Despite claims in the trade literature that a number of recommended practices have been proved to lead IT outsourcing success, few these subject disconfirmatory research. Even fewer tested statistically determine whether they generalize wider populations, or magnitude their effect. In this paper, several associated with service level agreements (SLAs) and benchmarking are investigated. These extensively on basis case study research, yet do downsides, add substantially transaction costs outsourcing. Based large survey organizations engaged outsourcing, paper established developing detailed SLAs did improve cost outcome, clients who met vendors more frequently renegotiate levels reported greater success. The research also both before commences, once contract is place, led improvements outcomes. Benchmarking during had greatest effect, accounting for 10% variance success vector included strategic, technical, cost-related outcomes plus an overall evaluation satisfaction value.