After Service Level Agreements (SLA) have been made between IT providers and consumers, expectations and services to be rendered vary widely and standardization is often fragmented. This examination of IT Service Management provides a framework for implementing and evaluating Service Level Agreements and helps the reader avoid common pitfalls. It seeks to deliver new methodology and techniques to improve SLAs, through discussion of SLM processes and architecture, but it also serves as a baseline against which to measure existing and future SLM programmes. The book examines research challenges, using real-world case studies, and discussing current tools and applications.
- ISBN10 1580530168
- ISBN13 9781580530163
- Publish Date 30 September 1999
- Publish Status Active
- Out of Print 1 September 2014
- Publish Country US
- Imprint Artech House Publishers
- Edition Unabridged edition
- Format Hardcover
- Pages 326
- Language English