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Incident Management & Service Level Agreement: An Optimistic ApproachMay 22nd, 2013
Abstract - In our increasingly complicated and distributed world, Incident management and Service level agreements (SLAs) are becoming a very critical tool for defining, measuring and managing the performance of services that comprise our companies. Whether an organization is a provider or consumer of services, stronger service level management leads to better service and lower costs. Yet most companies are less than satisfied with the business value they receive from their SLAs as well as the time and cost of monitoring and administering those agreements. This paper is intended to help IT organizations gain greater value from their Incident Management & SLA management efforts.
