Over a career in Information Technology spanning multiple decades, 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.
Read the full .pdf here → IT Support Service Level Agreements
