White Papers

Best Practices for Establishing SLAs

Tags: risk management, realistic, management

Overview 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.

By downloading you agree to our Terms and Conditions. These include information regarding use of your personal data.

Publisher: Compuware
File Format: PDF
Date Published: Jun 11, 2009
Format: White Papers
Topics: Service Level Management, SLA

Similiar White Papers

Sample service level agreement for application support

Consulting firms that provide support to their clients use service-level agreements to make sure both sides get what the

Publisher: TechRepublic

Outline responsibilities and objectives with this SLA for internal business units

This sample SLA is designed to help you outline service level roles and responsibilities between your IT department and

Publisher: TechRepublic | Tags: html, it department, realistic

The Adoption of ITIL in Large Enterprises

The IT Infrastructure Library (ITIL) is a set of standards that define best practices for IT service management. The pro

Publisher: CA (Computer Associates) | Tags: itil, management, service management

An Application of Central Limit Theorem to Wide Area Network Service Level Agreement Analyses

Managed Network Service Providers (NSP) supply the bandwidth, transport, equipment, and management services to connect d

Publisher: Northwestern University | Tags: management, wan

HP Software Configuration Management Solutions for Your Business

This webcast explains how to implement best practices in the enterprise, deliver on business agility goals, and meet SLA

Publisher: Hewlett-Packard | Tags: itil, management

Compuware White Papers

Maturing Your Demand Management Practices

Featured white papers

The Value of Location Intelligence in the Communications Industry

Pitney Bowes

Public Services are under pressure, the challenge is to do more with less. How do you improve citizen satisfaction, increase cost efficiencies and improve service delivery? The power of location intelligence is helping many local authorities...

Download now »
Best Practices for Translating Customer Satisfaction into Revenue

Citrix Online

Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language...

Download now »
HP print solutions and 3M

Hewlett-Packard (HP)

The objective for 3M was to optimize office printing infrastructure at 3M locations worldwide, reduce total cost and environmental footprint. Some of the business benefits acheived by switching to HP print solutions...

Download now »