For enterprise IT professionals, close scrutiny is the word of the day--of IT expenditures, use of those expenditures, and IT's ability to demonstrate real business value. The ability to maintain competitive, consistent levels of business and IT service is no longer a potential advantage—it is a business imperative. Service Level Management (SLM) helps enterprises make sure that the key targets for service success--such as performance, quality, or number of transactions--are being met.
In this educational white paper by top industry analyst Lisa Erickson-Harris, Enterprise Management Associates (EMA) helps enterprise IT professionals develop a better understanding of what SLM can do for their organization—and how to make it happen. Topics discussed include:
- What is SLM?
- The Core Constituencies for SLM
- SLM Concepts and Terminology
- Key Industry Standards Relevant to SLM
- Weighing SLM Benefits vs. SLM Costs
- 5 Essential Steps to a Successful SLM Program
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