Chapter 14. Implementing Service Level ManagementI have covered many aspects of Service Level Management (SLM) in a webbed world. Pulling them all together requires a coherent approach to implementation so that service management can evolve as a system rather than merely comprise a disjoint set of management tools. This chapter presents some ideas for implementing an effective SLM system. The focus is on the process and a strategy for moving through that process, rather than on specific technology or product decisions. The text discusses the following:
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