| Publisher | Forrester Research | ||
|---|---|---|---|
| Format | 268.0KB PDF | Date added | 01 Dec 2004 |
| Topics | Knowledge and Data Management, Services, Database Management, Data Quality | ||
| Downloads | 80 | ||
Aligning IT with business objectives and showing the value of IT to the business is often seen as the Holy Grail by many CIOs. Among the potential ways of demonstrating IT value, reporting and constantly improving the quality of IT services is an effective first step. But service-level management (SLM) is often the most misunderstood aspect of infrastructure management: IT operations often see SLM as another name for infrastructure performance management. This confusion comes from the difficulty of defining both IT services and the metrics used to measure them. Many service-level agreements (SLAs) are crafted from whatever IT can measure rather than from what is really meaningful to the service user. SLM for IT services should take the role that quality management plays in other industries. SLM provides the verification that what is delivered conforms to user expectations and identifies the areas to be improved for a better service. SLM should be more than a reporting tool; it must also be used to identify and remedy process problems in service delivery.
Did you find this white paper useful?
27 out of 50 users found this white paper useful
Related white papers
Maxmise IT Flexibility and Lower Costs With Grid Computing
This document discusses grid computing: Oracle's definition of it, the benefits of it, and the elements that comprise an Oracle Enterprise Grid Computing environment. It also highlights an Oracle customer's...
Ten Things to Know About Grid Computing on Windows
This Oracle whitepaper offers insights into Oracle Grid. A grid allows a business to add capacity, cheaply, whenever it is needed. What's more, an Oracle Grid can help you gain control...
The ROI of Data Governance - A Revenue Generation Perspective
"Concentrating on increasing revenue necessarily means paying attention to metrics such as return on investment (ROI). This white paper from Gwen Thomas of the Data Governance Institute provides a practical...
Building a Data Quality Scorecard for Operational Data Governance
" Operational data governance is the manifestation of the processes and protocols necessary to ensure that an acceptable level of confidence in the data effectively satisfies the organization's business needs....
MDM Components and the Maturity Model
Any effective master data management program requires a mix of technologies to achieve success. This white paper by David Loshin provides a conceptual outline of technical MDM components and examines...
Ovum Report: IBM Simplfies Service Management to facilitate business and IT
All too often, companies find their IT infrastructure is fragmented and confused. Different parts of the business have different silos of data and applications, with no integrated vision joining them...
Massively Scalable NAS - Pre-Empting Tomorrow's Data Overload with Today's Technology
HP is launching the HP StorageWorks 9100 Extreme Data Storage System that solves challenges such as extreme scability, manageability and affordability and creates new business opportunities. HP is going to...
