Informatiemanagement Service Level Agreement (SLA) volgens Gartner
juni
03
2011
Gartner definieert een Service Level Agreement (SLA) als volgt:
"An agreement that builds the foundation of a business relationship, sets the expectations between the service provider and the customer, and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the processes are monitored and improved."
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What information consumes is rather obvious: it consumes the attention of its recipients. Hence a wealth of information creates a poverty of attention, and a need to allocate that attention efficiently among the overabundance of information sources that might consume it. Herbert Simon |
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