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 ...

Earlier this year, I wrote a column about service-level management in the enterprise and asked for your help in understanding changes between the years 2003 and 2004. We conducted a survey that asked ...

IT organisations have historically struggled to harmonise the functions of the IT backroom with the business processes they serve. But as core business operations have become ever more dependent on ...

In recent times, many organizations have found that in spite of their IT departments meeting requisite service levels as stated in IT service level agreements (IT SLAs), business units are still ...

The Service Management Plan (SMP) is a document that contains all the necessary details to run a service. Here’s a breakdown of what to include. Newton’s third law of motion states that for every ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

Management elements should include definitions of measurement standards and methods, reporting processes, contents and frequency, a dispute resolution process, an indemnification clause protecting the ...