Enterprise 2.0

Are Your End Users Important to Service Level Management?

Registration not required

Executive Summary

The presenter of this webcast shows how to improve Service Level Management (SLM). In surveying the service management approaches taken by 389 global IT decision-makers, Forrester research, commissioned by Compuware, found that service-level metrics are very IT-centric and demonstrate little alignment with business needs, measuring the quality of service is costly and manual and most enterprises probably do not understand end-user experience monitoring and the solutions available. The presenter provides insights on establishing business-oriented SLAs, structuring SLAs, and the reasons for mismatched business/IT expectations.

  • Format: Webcast
  • Size: 6.53 KB