As corporate IT departments are increasingly taking on the role of an internal service provider, they are being required to report on a new set of metrics that make it possible to gauge levels of customer Quality of Experience in automated channels. Service-level management (SLM), with its associated automated tools and methodologies, has emerged as an effective means of ensuring that service level objectives are being met. This paper will discuss the criteria and metrics required for successful SLM, and will illustrate via an Empirix benchmarking study how careful assessment of each of these metrics can help businesses deliver high quality self-service applications.
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