VantagePoint

Compuware thought leader Rafi Katanasho provides insights on establishing business-oriented SLAs, structuring SLAs, and the reasons for mismatched business/IT expectations.

Peter O’Neill, principal analyst with Forrester Research, discusses the current state of service level management in the industry, the mismatch between business and IT expectations, and the role of end user experience monitoring in SLM.

Paul Burns, senior analyst with Enterprise Management Associates, discusses service level management, including what SLM really means, how to get started, and the key components of an SLM solution.