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While more managers recognize the importance of service-level agreements in defining acceptable levels of IT service, leading organizations are taking them much further. No longer content to measure IT performance simplistically by noting such factors as whether a site is up or down, they monitor key business processes throughout the enterprise that have a real impact on revenues and profits. These leaders view SLAs and service-level management as a critical step leading toward true alignment among IT groups, external service providers and business management.

Service Level Agreements and Management: Putting Real-World Management in SLM and Next Steps in SLA
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