In the October 2004 article, "Measuring for Service Level Management", the Harris Kern Enterprise Computing Insititue describes the benefits, measures and requirements for Service levels.
Kern begins, "Providing the basis for managing relationships between the IT service organization and its customers, service level management deals with how user service requirements are understood and managed. Service level management covers a variety of activities related to planning, monitoring, and reporting. In this article, I describe the minimum set of data and measurements required for effective service level management. Then, I'll list factors critical to the success of data gathering and measurement. With the ongoing monitoring and evaluation of key indicators and metrics, the IT service organization is in a better position to ensure the required quality of service is provided in cost-effective ways".
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