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Rob England: Incident Management at Cherry Valley, Illinois

It had been raining for days in and around Rockford, Illinois that Friday afternoon in 2009, some of the heaviest rain locals had ever seen. Around 7:30 that night, people in Cherry Valley – a nearby dormitory suburb – began calling various emergency services: the water that had been flooding the road and tracks had broken through the Canadian National railroad’s line, washing away the... 

Do SLAs hinder collaborative relationships with our supply chain?

Pretty much all outsourcing contracts in the IT Service Management world rely on, or at the very least, utilise the Service Level Agreement (SLA). Certainly they are important as they are the physical representation of performance of the contracting party and used as the measure by which trends in supplier performance is understood. But is there too much reliance on SLAs as a measure of performance... 

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