Managing IT Services From the Outside In

Compuware Corporation commissioned Forrester Consulting to survey 389 global technology decision-makers actively involved in service management to determine how they develop service-level agreements (SLAs) and how they measure service quality. The results may surprise you. This white paper documents the research finding that mismatched expectations between the business and IT are leading to missed service levels, with a considerable financial impact. Read Forrester’s recommendations for how to establish realistic, business-oriented SLAs and to best ensure those agreements are met.

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