Tag Archives: Support

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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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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