An Implementation of ITIL Guidelines for IT Support Process in a Service Organization

Provided by: International Journal of Information and Electronics Engineering
Topic: CXO
Format: PDF
Service Level Management (SLM) is a challenge in a distributed systems environment because all processes should provide a consistent, reliable, and predictable service delivery. Early 1990s, most organizations established few Service-Level Agreements (SLA) as the Key Performance Indicators (KPI) but it was difficult to measure or monitor them in a distributed systems environment. The strength of Information Technology Infrastructure Library (ITIL) is the approach of integrating the SLM with the support processes at strategic, tactical, and operational levels.

Find By Topic