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

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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.
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