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CSI Communications: Structuring Meaningful SLA’s for IT Support

Over my 40 year career in Information Technology, I have observed that many IT organizations have focused process improvement and measurement almost exclusively around software development projects. This is understandable due to the business critical nature and costs involved in large software development projects. We have seen how software development process models like CMMI and Prince2 significantly improve business alignment, quality, and timeliness in delivery of software development projects. Though many IT organizations have embraced standards like CMMI and dramatically improved their software development performance, it has done very little to improve the quality and performance of IT support services.

->Click here to read the rest of the CSI Article December 2008

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