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There are a lot of drivers for organizations to adopt SLM, including: pressures from the business and external service providers, compliance with regulations, better risk management, improved quality and performance of business services, demonstrating IT value, improving IT and business accountability, and aligning IT priorities to improve business outcomes. Establishing business-oriented and customer-centric SLAs in a top-down, proactive and business-advancing manner is the first step toward a successful SLM initiative that enables organizations to build strong bonds between business users and IT as well as generate confidence in IT's capability and value contribution. The key to achieving this is establishing realistic, measurable, validated SLAs that support business and customer needs at acceptable costs.
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