توافق نامه سطح خدمات فن آوری اطلاعات و ارتباطات در بیمارستان پرتغالی

The health sector is characterized by constant change with social and economic impacts that should be considered in decision making of business relating to this sector. For this reason, and due to the existence of strong competition associated with strong regulation of the health sector, the hospital sector has adopted management systems that guarantee the quality of service delivery. Thus, hospitals are heavily dependent on the proper functioning of Information and Communication Technologies (ICT). This operation is agreed between supplier / customer based on Service Level Agreements (SLAs) that describe how the system should work and penalties in case of failure or breach. Five Portuguese hospitals were contacted for analysis of performance and maintenance service contracts. The initial results of the analysis of 38 proposals from two hospitals, point to the need for significant improvements in the details of the specification of such contracts.