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Overview:
SLAs are unthinkable without service level metrics and service level monitoring and measurement. This is an essential component of SLM and IT Service Management as a whole. The measurement provides a mechanism for ensuring services deliver the required outcomes and remain efficient and effective. Yet service level measurement does not guarantee a successful outcome. Indeed, a poor choice of metrics and of measurement techniques and a focus on IT-centric measurements may hinder the achievement of the desired objective. The key to achieving the main objective of service level measurement-proactively meeting customer expectations-is not only to select the appropriate measures but also to select the most appropriate techniques that are proactive, business-driven, customer-centric and unified.
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| Format: | Size: | 448 KB | |
| Date: | Dec 2008 | ||
| Pages: | 9 |
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