Enterprise 2.0

Are Your End Users Important to Service Level Management?

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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.

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