Robert Frances Group (RFG) believes Service Level Management (SLM) is one of the most critical metrics of the business alignment and value, performance, and success of strategic enterprise IT deployments. However, effective end-user transaction quality and SLM require accurate, comprehensive, and timely information about what customers and users actually experience, and about the interdependencies linking those experiences with specific IT infrastructure elements. IT decision-makers should ensure that IT infrastructures at their enterprises are sufficiently robust and well managed to provide the information needed to deliver, maintain, and manage consistently high transaction performance and service levels. IT decision-makers should also work closely with their business counterparts, to develop processes and policies designed to support optimal service levels across and beyond the enterprise.
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