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Service Level Management

Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 26, 20120

IT support sucks but we made our metrics

SLAs should only include those items that can be effectively monitored and measured at a commonly agreed point. Inclusion of items that can’t be effectively monitored almost...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 25, 20120

The End-user’s Perception is Your Reality

In order for processes and services to be managed and optimized, there must be a feedback loop that provides management information regarding the functioning of the processor...
by Ron B Palmer
Strategy and IT Management
IT Management
IT Service Management
Service Level Management
January 25, 20120

IT as Strategic Partner

The quantity and levels of service that IT is able to provide are always bounded by the associated costs. IT Service Level Management (SLM) is tasked with helping the customer...
by Ron B Palmer

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