Do you think IT is capable of meeting all your business needs? Is it successful in measuring your performance against agreed upon goals? How about its capability to measure supplier performance? If ...

You need two things to make an SLA work–a service level management (SLM) approach, and a performance tracking methodology that supports your SLM approach. On Wednesday, May 12, at noon EDT, the Apdex ...

Getting your arms around the concept of service-level management can be tricky. Too often the tendency is to assume SLM begins and ends with the crafting of service-level agreements. But SLM takes ...

Establishing agreed upon services levels for database applications is of the utmost importance for assuring that performance meets required criteria. Without pre-determined, negotiated service level ...

Networks to be managed at enterprise level. The command in charge of the U.S. Army’s information systems is refocusing the way it provides services to its 1.3 million users. For the first time, Army ...

SLM provides a holistic approach to service management, touching every aspect of customer service. As service operations have become more complex, and more important to the enterprise bottom line, ...