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The Only Way Is: Essex County Council ITSM

The only way is…. ITSM Essex County Council might not have its own glamorous television series dedicated to the highs and lows experienced on its own personal IT Service Management (ITSM) journey, yet. But… the organisation has been doing admirable work in this field and helping (to some degree) local government overcome budget challenges Excellence through ITIL The council points out... 

Guardian News & Media: "Our SLA is to ensure the paper is published"

Guardian News & Media Guardian News & Media (GNM) publishes theguardian.com, the third largest English-speaking newspaper website in the world. Since launching its US and Australia digital editions in 2011 and 2013 respectively, traffic from outside of the UK now represents over two-thirds of the GNM’s total digital audience. In the UK, GNM publishes the Guardian newspaper six days a... 

How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

Implement Enterprise Request Management in Five Straightforward Steps

 This article has been contributed by John Sundberg, Co-founder and President of Kinetic Data. John Sundberg A new approach to service request management is gaining ground in companies around the globe. Called Enterprise Request Management, or ERM, this framework is finding favor with organizations because it allows them to take an incremental and evolutionary approach to centralizing and modifying... 

ITSM and multi-sourcing – taking a joined-up approach

"Multisourcing is the disciplined provisioning and blending of business and IT services from the optimal set of internal and external providers in the pursuit of business goals." ~ Wikipedia Behind the intricacies of ITIL and the various strategies that can support ITSM, the overall aim is to improve service delivery and make the whole organisation more productive. By making sure that processes... 

Do SLAs hinder collaborative relationships with our supply chain?

Pretty much all outsourcing contracts in the IT Service Management world rely on, or at the very least, utilise the Service Level Agreement (SLA). Certainly they are important as they are the physical representation of performance of the contracting party and used as the measure by which trends in supplier performance is understood. But is there too much reliance on SLAs as a measure of performance... 

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