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Measuring service levels is one of the most important aspects of Service-Level Management (SLM). If one cannot accurately measure service levels, one will never be able to improve them. Managing something that is not being measured is not only difficult, it is impossible to quantify success without proof points verifying improvements over time. In any service organization, a bidirectional services relationship exists: measurement of the service levels that the IT organization or service provider is delivering to its end user customers (Customer Service-level Measurement or CSM); and measurement of service levels being delivered by vendors providing equipment or services to the IT or provisioning infrastructure (Vendor Service-level Measurement or VSM).

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