ITILNews Service Desk http://www.itilnews.com/index.php?cat=28 (C) ITILNews Establishing effective Service Level Management (SLM) requires Service Level Agreements (SLA) to be defined and agreed with the Business or Customer community. The contents of the SLA should be clear and concise, objective and measureable. Having agreed the SLA the next stage is to report against the SLA. (371 words in article) http://www.itilnews.com/index.php?pagename=ITIL__Availability_formula_for_Service_Level_Agreements http://www.itilnews.com/index.php?pagename=ITIL__Availability_formula_for_Service_Level_Agreements Mon, 18 Aug 2008 09:45:00 GMT Author: Colin Mayers     The information contained in this section is based around what I have found, the observations and conclusions are based primarily around the operational requirements in order to get things done, to achieve a good working solution.  To that end I have produced (2289 words in article) http://www.itilnews.com/index.php?pagename=ITIL_news_-_An_ITIL_Managers_real_life_experience http://www.itilnews.com/index.php?pagename=ITIL_news_-_An_ITIL_Managers_real_life_experience Fri, 23 Mar 2007 19:29:00 GMT