Publica Data, part of the Weltbild Verlag publishing and mail order house, provides IT services for its parent company as well as external clients. Just by glancing at a chart generated from assyst, Publica Data staff can tell where the critical points are - for instance, how many callbacks a service department has received from customers after problems have been reported in a specific problem category. The data will also help when the service provider concludes external Service Level Agreements (SLAs) because it will determine how much money it can request for its services.
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