BrandPost: Lifecycle by the Numbers

Service Level Agreements (SLAs) are the most common way to establish IT service expectations. However, building the appropriate SLAs is challenge, enforcing such SLA attainment while maintaining associate cost structures is an entirely different discipline that few have mastered. It’s no wonder why SLA management is a hot topic in this quarter’s survey. Here are a few highlights:• Nearly 50% of organizations are examining their SLAs across the board in end-user support, app