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Practical Service Level Management: Delivering High-Quality Web-Based Services by Eric Siegel, John McConnell

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Business Process Metrics

There have been numerous stories in industry publications that describe service provider difficulties in managing new technologies, digital subscriber line (DSL) services being a prime example. Customers were annoyed by the delays and operational interruptions. Many customers investigated alternative technologies with different service providers and subsequently left their original provider.

When customers defect, service providers suffer with lost business and revenues. Many startups in the DSL space, for example, could not deploy their services and generate revenue quickly enough and are out of business after exhausting their initial funding.

Many customers still view most of their providers as being behind the curve, ...

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