Application SupportCIOGeneral ITIL DiscussionITIL V3 for Application Support
More Than Software Development: Why Service Level Agreements are Important
Software development is often the main focus when it comes to improving an IT organization. However, there’s more to IT than just the performance of software. In fact, Bob Anderson argues that it is only a small fraction of what IT is really about. The majority of the budget will go to providing support services – an area where software development will fail to help you. In order to improve the quality and performance of IT support services, service level agreements (SLAs) must be established.
