| Publisher | Enterprise Management Associates | ||
|---|---|---|---|
| Format | HTML | Date added | 10 Aug 2006 |
| Topics | Service Level Management, SLA | ||
| Downloads | 19 | ||
Service level management is an ill-defined concept, riddled with acronyms that are tossed about without a proper definition of underlying terms. This ambiguity works to the disadvantage of the IT manager or service provider hoping to address it. SLM is often mistakenly equated with Service-Level Agreements (SLA), but the two are different. SLM is a process for delivering services that consistently meet client requirements. It entails defining, managing and improving the levels of those services. This is true regardless of the type of service. It is just as applicable for an airline as it is for an MSP or the IT department in a large company.
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