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Service Level Management

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ALSO CALLED: SLM
DEFINITION: Service level describes, usually in measurable terms, the services a network service provider furnishes a customer within a given time period. When used as a call center metric, service level measures the percentage of incoming calls that an agent answers live in an established amount of time.For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the  … 
Definition continues below.
Service Level Management Reports
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10 Weeks to Managed Services Success
sponsored by LabTech Software
EBOOK: If you're considering becoming a managed service provider, this 10-Week Guide to Becoming an MSP can help get you started. It breaks the process down into manageable pieces so you can stay on the right track without getting overwhelmed.
Posted: 12 Aug 2014 | Published: 21 Jan 2015

LabTech Software

Tackling the Challenges of ITSM
sponsored by FrontRange Solutions Inc.
VIDEO: Discover 4 major challenges that are associated with ITSM and how a hybrid solution can tackle them effectively.
Posted: 29 Jul 2014 | Premiered: 02 Jan 2013

FrontRange Solutions Inc.

A Hybrid ITSM Solution Designed to Meet Your Needs
sponsored by FrontRange Solutions Inc.
VIDEO: This video explores a flexible, hybrid solution that can solve your ITSM needs. Watch now to learn how the automated service delivery lifecycle workflow can save you time and money.
Posted: 29 Jul 2014 | Premiered: 06 Feb 2013

FrontRange Solutions Inc.

An Inside Look at the Enterprise Service Desk Market
sponsored by FrontRange Solutions Inc.
WHITE PAPER: This report evaluates explore nine key players in the Enterprise Service desk market, providing an overview and insight into the strengths, and challenges of each.
Posted: 25 Jul 2014 | Published: 31 Dec 2013

FrontRange Solutions Inc.

A Converged, Integrated Approach for ITSM
sponsored by FrontRange Solutions Inc.
WHITE PAPER: Access this white paper to discover why a converged, integrated approach is essential for a hybrid ITSM solution.
Posted: 25 Jul 2014 | Published: 15 Jan 2013

FrontRange Solutions Inc.

Assessing The Benefits Of Application Delivery Optimization Solutions
sponsored by CA Technologies.
EGUIDE: This expert e-guide explores the benefits of application delivery optimization solutions, and how meeting your service-level agreement is the key component of achieving optimization.
Posted: 24 Jul 2014 | Published: 24 Jul 2014

CA Technologies.

Change is in the Forecast for ITSM
sponsored by FrontRange Solutions Inc.
VIDEO: Discover the future of ITSM and how unifying service and client management into one application portfolio will influence it.
Posted: 23 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

How FrontRange Stands Out From the Crowd
sponsored by FrontRange Solutions Inc.
VIDEO: Until recently, service and client management were handled separately. But today's competitive business climate demands that IT environments – and the critical IT processes like these ones that support them – be unified.
Posted: 23 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

How is the "IT" in ITSM disappearing?
sponsored by FrontRange Solutions Inc.
VIDEO: Why is the 'IT' in ITSM disappearing before our eyes? This video introduces a solution that paves the way for automation-based service management throughout the enterprise.
Posted: 22 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

The Rise of EMM Integration in the Mobile World
sponsored by FrontRange Solutions Inc.
VIDEO: Learn about the impact of EMM integration, as well as how mobility and the security desk affect every enterprise.
Posted: 22 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

The Future of the Service Desk Management
sponsored by FrontRange Solutions Inc.
VIDEO: In this video, discover where we will be in 5 years in terms of modern service desk management. Watch now to learn why customers are going to demand an efficient solution in service desk management.
Posted: 22 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

Case Study: U of North Texas Implements ITSM
sponsored by FrontRange Solutions Inc.
WHITE PAPER: This white paper introduces an ITSM solution that utilises the cloud, and eliminates the pain points of traditional infrastructure management.
Posted: 21 Jul 2014 | Published: 21 Jul 2014

FrontRange Solutions Inc.

CW Special Report on CA Technologies
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This 9 page special independent report from Computer Weekly, updated for 2014, gives you the facts on CA, its strategy, products and services and financial performance.
Posted: 10 Feb 2014 | Published: 10 Feb 2014

ComputerWeekly.com

Gartner: Time to rethink backup procedures
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and storage managers can realise cost savings and improve their use of backup infrastructure by rethinking their back-up procedures, says Gartner analyst Dave Russell.
Posted: 04 Feb 2014 | Published: 04 Feb 2014

ComputerWeekly.com

Gartner: What CIOs should know about cloud‑based customer service
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner.
Posted: 25 Nov 2013 | Published: 25 Nov 2013

ComputerWeekly.com

The Complete Guide to Monitoring Virtualized Environments
sponsored by CA Technologies.
WHITE PAPER: This e-book details the new complications that come with virtualization and offers seven best practices for handling them.
Posted: 31 Jul 2013 | Published: 01 Aug 2013

CA Technologies.

Business Plan Blueprint: Turn Your Dreams Into Actionable Goals
sponsored by ConnectWise
WHITE PAPER: This eBook and planning worksheet will walk your through the steps to creating a winning business plan and change the way you look at your business immediately!
Posted: 19 Jul 2013 | Published: 19 Jul 2013

ConnectWise

Meeting Tomorrow's Internet Performance Requirements
sponsored by Keynote Systems
WHITE PAPER: Few businesses can operate effectively today without an online presence. Web-based applications provide essential links with customers, partners, and employees. Service Level Management (SLM) is one way of managing the customer experience ...
Posted: 24 Jul 2014 | Published: 01 Mar 2007

Keynote Systems

The Forrester Wave: Global Workplace Services, Q1 2013
sponsored by Hewlett-Packard Limited
WHITE PAPER: This whitepaper provides a 36-criteria evaluation of workplace services vendors, identifying the 8 most significant global workplace services providers.
Posted: 19 Feb 2014 | Published: 19 Feb 2014

Hewlett-Packard Limited

CA Business Service Insight for Service Level Management
sponsored by CA Technologies.
WHITE PAPER: This white paper details an automated service level management solution that will save on cost and improve customer relations.
Posted: 15 Nov 2013 | Published: 18 Nov 2011

CA Technologies.

How to Drive ROI From Service Performance:Examining The Cost Benefits of Automated Service Level Management
sponsored by CA Technologies.
WHITE PAPER: This white paper details the value of service level management and explains three best practices to drive ROI.
Posted: 14 Nov 2013 | Published: 14 Nov 2013

CA Technologies.

CA Service Management Blog
sponsored by CA Technologies.
RESOURCE: This resource provides you with blogs from your service management peers on driving home the importance of building a strategy to applying best practices with ITIL in realizing real world, practical implementations.
Posted: 30 Aug 2013 | Published: 30 Aug 2013

CA Technologies.

Service Management: Taking Business to the Next Level
sponsored by LabTech Software
EGUIDE: In this e-guide, gain essential knowledge of recent developments around IT services. Read on to learn why success entails more than delivering snazzy services, and why enterprise architects are working to bring SOA and master data management (MDM) efforts together.
Posted: 30 Aug 2013 | Published: 30 Aug 2013

LabTech Software

How are Software as a Service technologies impacting the IT landscape?
sponsored by CA Technologies.
EGUIDE: Software as a Service (SaaS) is rapidly changing the IT landscape, yet brings many issues that must be addressed. This expert FAQ guide discusses how to tackle many daunting SaaS challenges for IT management and provides insight into optimal SaaS monitoring.
Posted: 23 Aug 2013 | Published: 23 Aug 2013

CA Technologies.

Gartner Outsourcing & Strategic Partnerships Summit 2013
sponsored by Gartner
BROCHURE: The Gartner Outsourcing & Strategic Partnerships Summit 2013 this September allows you to rethink your outsourcing strategies and discuss best practices with your peers to help you achieve the most from your outsourcing efforts.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

Gartner
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SERVICE LEVEL MANAGEMENT DEFINITION (continued): …  established time limit.There are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as:Missed opportunities (counted against the service level)Ignored (unavoidable and a part of doing business)Completed (where the caller would have been serviced properly without a premature abandonment of the call when the wait time is reasonably short).Learn more about service level agreements:Negotiating service-level agreements and billing with cloud providers.SaaS evaluation: Considerations for a SaaS service-level agreement … 
Service Level Management definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary

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