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Service Level Management

Impact Matters

Impact matters. If a critical Flight Information Service is not available at 9:30 for one minute, this is something different than if exactly the same happens one month later at 9:30, when coincidentally nobody is using the Service. In both cases the SLA might be...

The Power of the Service Catalogue

If you look at the agenda of recent IT Service Management events, you might notice that the service catalogue has become a very popular discussion topic and it’s obvious that more and more IT organizations are seeking to implement the often so-called ‘missing link between...

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