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It seems that for every successful Service Level Management (SLM) initiative, there are several that fail to meet expectations. For all the complexity surrounding SLM, there are three critical facets that underpin every effective SLM implementation. This paper looks at these key facets, outlining the common pitfalls that occur when these aspects are missed, and it offers a wealth of pragmatic guidance for avoiding these pitfalls and ensuring SLM meets objectives and delivers real business value.
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