What does it take to provide best practice customer service and support? It starts with identifying ways to improve customer satisfaction by setting internal and external performance goals, often ...

The following content is from an older version of this website, and may not display correctly. While Service Level Management (SLM) solutions are not going away, IT organizations are increasingly ...

Last week, I discussed my view that business service management and service-level management are really variations on a theme, and that the natural evolution and acceptance of SLM concepts resulted in ...

Do you think IT is capable of meeting all your business needs? Is it successful in measuring your performance against agreed upon goals? How about its capability to measure supplier performance? If ...

SLM provides a holistic approach to service management, touching every aspect of customer service. As service operations have become more complex, and more important to the enterprise bottom line, ...

It’s no secret that the technology needs of small to midsized businesses are often left unmet. For most SMBs, budgets are lower, IT staff is limited and overtaxed, and strategic planning is secondary.

Service level management (SLM) is gaining in acceptance among enterprises, a new global study reveals. According to the results of a study by research house Enterprise Management Associates (EMA), ...

Establishing agreed upon services levels for database applications is of the utmost importance for assuring that performance meets required criteria. Without pre-determined, negotiated service level ...

The Art of Service was the first in the industry to introduce specialized, role-based certification courses and its ITIL Practitioner: IPAD Service Level Management and Financial Management course has ...

CA, Inc today said that that it has acquired privately-held provider of service level management (SLM) software Oblicore. Oblicore is designed for open connectivity to virtually any data source, with ...