Service Level Management encompasses four important functions: establishing commitments, monitoring performance against commitments, acting swiftly when commitments are in jeopardy or have been missed, and reporting on actual service levels versus commitments. Through these four steps, you will be better able to ensure that your organization is effectively meeting the needs of your business. This paper explores the need for a Service Level Management solution, as well as the criteria needed for that solution to operate effectively while contributing to an organization's ability to achieve Business Service Management (BSM).
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