| Publisher | Peregrine Systems | ||
|---|---|---|---|
| Format | 355.3KB PDF, requires Acrobat Rdr 5 | Date added | 01 May 2004 |
| Topics | SLA | ||
| Downloads | 588 | ||
This white paper explains how ServiceCenter Service Level Management tool effectively measures service level performance against SLA commitments. A service level agreement (SLA) can be either internal (between departments within the same organization) or external (between an organization and a vendor). SLAs enable service providers to create a service level agreement (including description, availability, and response details); configure the display of graphs, automatic alerts, and escalations; calculate outage records; and map SLAs to appropriate departments.
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