Setting Up a Service Level Management Process
A process for managing service levels ensures that all IT services delivered to customers meet agreed-upon standards of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are met and that service levels are tracked and reported. It is crucial to have the correct tools in place to achieve all of this. The systems and processes that define service levels are outsourced to third-party firms. It is important to understand how to manage them within your own SLM...