November 2011

When service level management and industry-wide IT standards collide… For years, IT had languished in the obscurity, separated from the actual decisions and processes that drive businesses.  Up until several years ago, most organizations simply saw their IT department as a group of individuals that would service their computers or Read more…

Examining KPI (key performance indicators) in service level management Anyone that’s intimately familiar with any type of management effort (even outside the area of technology) is surely familiar with the concept of KPI or key performance indicators.  They (KPI) are the benchmarks that measure how successful and type of action Read more…