IT Outsourcing: Why You Need to Reengineer Your SLAs (CIO.com)

Steve Martin is quoted throughout this article about the need for creating more strategic and meaningful SLAs that are tied to business performance. "Despite conventional component-based SLAs' weaknesses, they shouldn't be scrapped wholesale; they are useful in maintaining an incentive for providers to manage critical dimensions of IT systems and potential vulnerabilities. Rather, outsourcing customers should focus on those that really matter and augment them with total end-to-end system or business-oriented SLAs."

CIO.com