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Application Performance Management (APM) in the Digital Enterprise by Julie Craig, Carol Pollard, Rick Sturm

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Appendix A

Service-Level Management

Say what you mean, mean what you say, and do what you said you would.

Barbara Colorosso

Service-level management (SLM)—it is a topic that is really simple and straightforward, but one that many people seem to have difficulty understanding or feel a need to make it more complex than it really is. The essence of SLM is embodied in the quote, although the associated processes are definitely more formal than that. Serviceable management is about ensuring that customers (internal or external) get what they are paying for and that what they receive matches their expectations. While the subjects of SLM and service-level agreements (SLAs) are most commonly associated with information technology (IT) and telecommunications, ...

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