Posted on 12 April 2011
I recently wrote an article about Service Level Agreements (SLA) and why I think they are so hard to manage and track. Now what if your organization has its SLA implementation under control? Your organization already provides reports to the management team and the customer showing accurate availability metrics for the business services […]
Posted on 27 February 2011
I have worked with many customers to track service level agreements in their Business Service Management (BSM) implementation. I can honestly say that there is only one thing that all of the projects had in common: they were extremely difficult.
Posted on 27 January 2011
This is not the first article about Business Service Management and cloud computing, and it will certainly not be the last. The one thing I’ve learned about the cloud, both private and public, is that this is new technology, and it is constantly changing.