White Papers

Frameworks for Business-Driven Service Level Management

Category: IT Management, Networking and Communications

Overview In the majority of today's IT organizations, Service Level Agreements (SLAs) are an important means for underpinning IT service provisioning by clearly defined Quality of Service (QoS) parameters as well as service costs and violation penalties. This paper analyzes and compares two of the most important SLM frameworks available in business-driven IT Management: the IT Infrastructure Library (ITIL) with its SLM reference process and the NGOSS SLA Management Handbook. In order to deliver significant and helpful results, the paper derives a set of evaluation criteria from a realistic IT scenario. These criteria are applied to ITIL and NGOSS in order to elaborate possible areas of conflict as well as complementary fields and unaddressed issues.

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Publisher: MNM-Team
File Format: PDF
Date Published: Apr 17, 2007
Format: White Papers
Topics: Service Level Management, SLA, Quality of Service

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