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IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasising benefits to customers.
The IT Service Management Forum (ITSMF) is one of the most widely recognised and respected organisation in the field of IT service management. Here you will find a range of pocket guides published by the ITSMF that supports ITIL (v3 2011), ISO20000 and IT service management in general.
Service Level Agreements, SLAs, are key to today's revolution in IT service provision, whether internal or external. Usually - but not exclusively - designed for setting out agreed levels of IT service, SLAs are only effective when they are properly managed; Service Level Management (or SLM) is therefore emerging as a key business management competence. This category contains checklists, books and tools for creating effective SLAs, and guidance on how to manage them.
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