Category Archives: IT Performance Management

Strategies and methods for managing and improving IT performance are covered. Dashboards, metrics, KPIs, benchmarks, and best practices are included with examples and templates for all aspect of IT management and operations.

Reconciling System Maintenance and Innovation as a CIO

Author Introduction: Vanessa James is a business technology consultant and blogger. She enjoys reading about new technologies, especially while listening to The Rat Pack. She currently writes for database performance monitoring solutions provider confio.com. As I’ve read through some of the CIO-related articles … Continue reading

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6 IT Success Factors Your Customers Care About

There are 6 IT success factors that reflect your customer’s definition of IT success which every IT organization should be tuned into and measuring. I have settled on these 6 IT success factors because they surface in nearly every engagement … Continue reading

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Book Review: The Ultimate Question 2.0

I just finished The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World from my personal reading list. The Ultimate Question 2.0 was everything I expected and a bit more. This is like brain … Continue reading

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Planning the SLM Framework

What is SLM? Service level management, or SLM, is the set of operational and administrative processes which monitor and control the quality and effectiveness of IT services and support. Most often SLM is connected to ITIL and ITSM and includes … Continue reading

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Developing the SLA

What is an SLA? An SLA, or service level agreement, is most often that portion of a formal IT services contract that defines the characteristics and level of the IT services and support to be provided along with any financial … Continue reading

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IT SLA Model for Tiered IT Support Services

An IT SLA model for tiered IT support services relies on the SLA requirements, application classifications, and the IT prioritization model. The creation of the IT SLA model is where you bring together the concepts covered in Designing a Software Support … Continue reading

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Developing Tiered Software Support Services

Creating a tiered software support services model is an effective way of managing software support services and their costs based on business need. The idea of tiered support services is to have a standard set of services distinguishing one support tier … Continue reading

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