All service providers say that they provide a good service. All customers expect them to turn those words into contractual commitments, usually to a service credit or performance regime. How can service providers ensure that they take on the right level of commercial risk when committing to service levels? How can customers ensure that the fancy sales patter gets turned into a real commitment?
This webinar talks through methods for understanding the true commercial exposure that service providers take on when committing to contractual performance regimes, and highlights the issues facing customers when re-tendering for managed IT services.
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