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ISG warns that SLA terms rarely deliver real protection when needed most
Most service level agreements (SLAs) may appear robust on paper, but real-world incidents reveal their shortcomings, according to ISG.
The company urges IT leaders to scrutinize SLA language and ensure that contracts meaningfully protect business interests during disruptions, not just routine operations. ISG points to a disconnect between contractual promises and performance under pressure, particularly as organizations accelerate digital transformation and outsourcing initiatives. Details are available in the full article linked by ISG.
ISG has recently highlighted how AI is reshaping IT services and challenging established models. The company also reported that secure access service edge (SASE) has become a core pillar for cloud-native enterprises. Both trends reflect the rapid pace of change facing IT contracts and infrastructure.
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