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IT Mentor: The Hidden Cost of IT Outsourcing
Have you ever had one of those days when you get to…
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IT Mentor: IT Application Support Knowledge Becoming Extinct
If Information Technology professionals do not do something quickly, practical application support…
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IT Mentor: 25 Time Tested Truths of IT Support
Webster’s dictionary defines an axiom as “a self-evident truth that requires no…
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Structuring Meaningful SLA’s for IT Support- Part 4c
Service Performance Reporting Service reports and graphs are must be produced by…
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Structuring Meaningful SLA’s for IT Support- Part 4b
Service Levels Goals (SLG’s) Service Levels Goals represent the performance expectations of…
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Structuring Meaningful SLA’s for IT Support- Part 4a
Sample SLA (Service Level Agreement) Structure – Introduction This section identifies the…
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Structuring Meaningful SLA’s for IT Support- Part 3
SLA’s are developed for specific IT organization and business customer combinations. Different…
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Structuring Meaningful SLA’s for IT Support- Part 2
Service management methodologies encompass a wide variety of processes and desired service…
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Structuring Meaningful SLA’s for IT Support- Part 1
Though many IT organizations have embraced standards like CMMI and dramatically improved…
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ITIL Life Cycle – SERVICE STRATEGY
During Service Strategy, the relationships between the business customer and application support team are…
