Chapter 2. Service Level Management
Service Level Management (SLM) is a key for delivering the services that are necessary to remain competitive in the Internet environment. Service quality must remain stable and acceptable even when there are substantial changes in service volumes, customer activities, and the supporting infrastructures.
Superior service quality also becomes a competitive differentiator because it reduces customer churn and brings in new customers who are willing to pay the premiums for guaranteed service quality. Customer churn is an insidious problem for almost every service provider.
The competitive market increases customer acquisition costs because continuous marketing and promotions are necessary just to replace the eroding ...
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