Overview

IT service deals are won or lost on three things that are simple to understand and hard to sustain over time: a clear scope, measurable service levels, and risk management that stands up to facts. This book turns those requirements into clauses you can use today. What you will find inside? A practical framework to define scope, set SLA and SLO, separate commitments from targets, and link each metric to verifiable evidence. Chapters that make a difference in delivery: governance, change control, service credits and penalties, improvement plans, transition and exit, subcontractors and fourth parties, audit and insurance. Modern managed services and cloud topics: FinOps, multi-cloud governance, AI and automation clauses, data residency and cross-border transfers, sector overlays. Tables, drafting models, and checklists that help you move from intent to evidence without unnecessary jargon. Who this book is for? Procurement leaders and commercial lawyers who want enforceable and balanced agreements. Sales leaders, account managers, and bid teams who must win cleanly and deliver what they promise. Service managers, CSMs, and project leaders who steer performance day to day. Executives in SMEs, mid-market and large enterprises who want to secure value over time. What you will be able to do after reading? Frame an RFP, an MSA, and SOWs with field-tested clauses. Turn SLAs into steering mechanisms for credits and penalties that shape behavior rather than simply punish it. Negotiate transition, reversibility, and exit without blocking innovation or risking continuity. Manage subcontracting and the chain of responsibility with clear, auditable, and insured obligations. Integrate cost, capacity, and quality into governance that works from the executive committee down to the run. Why this book now? Cost pressure, generative AI, cloud adoption, and compliance are redrawing responsibilities. Contracts that last are the ones that make performance observable, track decisions, and plan the exit from day one. This guide gives you the words, the mechanisms, and the reference points to get there. About the author Paul Neuman is a Sales Leader and practitioner of IT services with more than twenty five years of experience. He has signed more than two hundred contracts across multiple industries and customer segments in Switzerland, France, and Belgium. Educated in engineering at EPITA and in business at INSEAD, he helps sales and delivery teams connect promises, metrics, and proof with a results-driven approach.

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