Basic to any Service Level Agreement (SLA) is the requirement to, actually measure the level of service that is being delivered. However, there are hundreds, or even thousands of possible variables, that could be measured. The challenge lies in determining which ones to measure in order to reflect that level of service. In this webcast, Rick Sturm, a leading authority on SLM, will explain which variables are best for use in SLAs. This is the third seminar in a three-part series on SLM by Rick Sturm.
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