{"id":"https://openalex.org/W2059943095","doi":"https://doi.org/10.1108/09685229810225029","title":"The role of service level agreements in IT service delivery","display_name":"The role of service level agreements in IT service delivery","publication_year":1998,"publication_date":"1998-08-01","ids":{"openalex":"https://openalex.org/W2059943095","doi":"https://doi.org/10.1108/09685229810225029","mag":"2059943095"},"language":"en","primary_location":{"id":"doi:10.1108/09685229810225029","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09685229810225029","pdf_url":null,"source":{"id":"https://openalex.org/S204075876","display_name":"Information Management & Computer Security","issn_l":"0968-5227","issn":["0968-5227","1758-5805"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Management &amp; Computer Security","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5044117294","display_name":"Kent D. Larson","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Kent D. Larson","raw_affiliation_strings":["Senior Consultant, Nolan, Norton & Co., Melbourne, Australia","(Senior Consultant, Nolan, Norton & Co., Melbourne, Australia)"],"affiliations":[{"raw_affiliation_string":"Senior Consultant, Nolan, Norton & Co., Melbourne, Australia","institution_ids":[]},{"raw_affiliation_string":"(Senior Consultant, Nolan, Norton & Co., Melbourne, Australia)","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5044117294"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.6792,"has_fulltext":false,"cited_by_count":53,"citation_normalized_percentile":{"value":0.73142664,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"6","issue":"3","first_page":"128","last_page":"132"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9282000064849854,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9282000064849854,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-level","display_name":"Service level","score":0.778669536113739},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.7059786319732666},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.7054113745689392},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6912053227424622},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.6487734317779541},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5819604992866516},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5559626817703247},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.474680632352829},{"id":"https://openalex.org/keywords/rigour","display_name":"Rigour","score":0.47421908378601074},{"id":"https://openalex.org/keywords/service-level-agreement","display_name":"Service-level agreement","score":0.46476730704307556},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.36406809091567993},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3545369505882263},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.11310634016990662},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.10873571038246155},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.10536518692970276}],"concepts":[{"id":"https://openalex.org/C181889124","wikidata":"https://www.wikidata.org/wiki/Q380204","display_name":"Service level","level":2,"score":0.778669536113739},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.7059786319732666},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.7054113745689392},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6912053227424622},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.6487734317779541},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5819604992866516},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5559626817703247},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.474680632352829},{"id":"https://openalex.org/C71008984","wikidata":"https://www.wikidata.org/wiki/Q2890076","display_name":"Rigour","level":2,"score":0.47421908378601074},{"id":"https://openalex.org/C2778160497","wikidata":"https://www.wikidata.org/wiki/Q869830","display_name":"Service-level agreement","level":3,"score":0.46476730704307556},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.36406809091567993},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3545369505882263},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.11310634016990662},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.10873571038246155},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.10536518692970276},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/09685229810225029","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09685229810225029","pdf_url":null,"source":{"id":"https://openalex.org/S204075876","display_name":"Information Management & Computer Security","issn_l":"0968-5227","issn":["0968-5227","1758-5805"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Management &amp; Computer Security","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","display_name":"Partnerships for the goals","score":0.550000011920929}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":1,"referenced_works":["https://openalex.org/W2047223281"],"related_works":["https://openalex.org/W1999777212","https://openalex.org/W1488492449","https://openalex.org/W2754945030","https://openalex.org/W2399337396","https://openalex.org/W2607605122","https://openalex.org/W2151841150","https://openalex.org/W2188448273","https://openalex.org/W2099923819","https://openalex.org/W171769367","https://openalex.org/W1788138378"],"abstract_inverted_index":{"Introduces":[0],"the":[1,14,21,36,54,62,75,80],"concept":[2],"of":[3,16,23,56,66,77,82],"service":[4,10,18,51,58,70],"level":[5,59,71],"agreements":[6],"(SLAs)":[7],"in":[8,13,85],"IT":[9],"provision,":[11],"especially":[12],"case":[15],"outsourced":[17],"provision.":[19],"Reports":[20],"experience":[22],"several":[24],"consulting":[25],"engagements":[26],"and":[27,33],"surveys":[28],"to":[29,79],"substantiate":[30],"suggested":[31],"frameworks":[32],"checklists.":[34],"Discusses":[35],"reasons":[37],"for":[38,47,68],"exercising":[39],"rigour":[40],"around":[41],"SLAs.":[42],"Differentiates":[43],"between":[44],"SLAs":[45,78],"negotiated":[46],"internal":[48],"versus":[49],"external":[50],"providers.":[52],"Describes":[53],"structure":[55],"good":[57],"agreements.":[60],"Outlines":[61],"most":[63],"important":[64],"elements":[65],"measurement":[67],"monitoring":[69],"performance.":[72],"Concludes":[73],"with":[74],"importance":[76],"management":[81],"commercial":[83],"relationships":[84],"which":[86],"services":[87],"are":[88],"provided.":[89]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":3}],"updated_date":"2026-04-07T14:57:38.498316","created_date":"2025-10-10T00:00:00"}
