How to implement effective SLAs
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
Carefully crafting them is fundamental to successfully using cloud computing
What to do - and what not to do - when defining outsourcing relationships, negotiating new terms and setting KPIs and SLAs.
While an increasingly common phrase in management parlance, ‘Customer Delight’ is, for the Commonwealth Bank, a real concept with hefty financial strings attached for failing to deliver on customer service standards.