Dec 2017 - Special Study - Doc # AP43137617
12 Commonly Used Service-Level Agreement Metrics in the Asia/Pacific Managed Security Services Market
This IDC study analyzes the 12 typical metrics used for managed security services (MSS) service-level agreements (SLAs) in the Asia/Pacific region. The analysis highlights specific quantitative details for many metrics that are widely used in the industry as well as the top-notch (top 5% percentile) version of these metrics.
The research is largely based on the feedback gathered from both MSS suppliers and buyers that participated in the IDC MarketScape: Asia/Pacific Managed Security Services 2016 Vendor Assessment (IDC #AP40939616, October 2016), and this is complemented by secondary research on the published SLAs for managed security services engagements.
This document discusses how SLAs have to be evolved in the digital era and examines the important elements in constituting an effective, business-orientated MSS SLAs. It provides actionable guidance to enterprises that use or are planning to use managed security services.