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.…
427 words, last edited in the morning of 18th Aug 2008
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Tags: ITIL, Availability formula, Service Level Agreements, SLA, Service Level Management, Service Catalogue