You need two things to make an SLA work–a service level management (SLM) approach, and a performance tracking methodology that supports your SLM approach. On Wednesday, May 12, at noon EDT, the Apdex ...

Getting your arms around the concept of service-level management can be tricky. Too often the tendency is to assume SLM begins and ends with the crafting of service-level agreements. But SLM takes ...

Networks to be managed at enterprise level. The command in charge of the U.S. Army’s information systems is refocusing the way it provides services to its 1.3 million users. For the first time, Army ...