| Publisher | Deutsche Flugsicherung | ||
|---|---|---|---|
| Format | 374.2KB PDF | Date added | 17 Feb 2006 |
| Topics | Service Level Management, ITIL, Best Practices | ||
| Downloads | 106 | ||
Standard-based approaches to managing the complex IT environment have been rapidly embraced by the IT community. The most popular framework being adopted is the IT Infrastructure Library (ITIL). Originally developed by the British government in the late 1980s, ITIL is comprised of a growing series of publications that outline a process-based set of best practices for IT service and systems management. The Service Level Management (SLM) is one of the important and integral parts of the ITIL Standard. The goal of the SLM is to create IT-service modules from the customer point of view. One of the decision-making approaches is discussed in this paper as a case study for DFS Deutsche Flugsicherung GmbH.
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