For each of the past three years, EMA has surveyed enterprises to understand changes in service-level management adoption. Our approach again this past year was to mirror the questions from the prior ...

You need two things to make an SLA work–a service level management (SLM) approach, and a performance tracking methodology that supports your SLM approach. On Wednesday, May 12, at noon EDT, the Apdex ...

Do you think IT is capable of meeting all your business needs? Is it successful in measuring your performance against agreed upon goals? How about its capability to measure supplier performance? If ...

Service level management (SLM) is gaining in acceptance among enterprises, a new global study reveals. According to the results of a study by research house Enterprise Management Associates (EMA), ...

Establishing agreed upon services levels for database applications is of the utmost importance for assuring that performance meets required criteria. Without pre-determined, negotiated service level ...

SLM provides a holistic approach to service management, touching every aspect of customer service. As service operations have become more complex, and more important to the enterprise bottom line, ...