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 ...

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 ...

Continuing with my Reader’s Choice series, this week I’m focusing on service-level management and business process management tools recommended by our readers. For those just tuning in to this series, ...

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 ...

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, ...