Friday, May 17, 2002

 
Posted by Mike Tarrani 4:38 PM
Service and Strategy. I have once again fallen into that vortex of competing priorities swirling around and a negative time warp where I seem to be moving backwards in time with respect to the things I need to accomplish. The good news is this is going to be a terse entry that provides presentations and documents, but little commentary.

Service. The three presentations on service level management vary in depth and quality, but each is worth downloading and reading:

1. Service Level Management.
2. Making SLAs Work.
3. Customer Service Management Architecture for the Internet.

Since my last entry opened the door to business-to-IT alignment, the following three presentations fit that topic area:

1. Shangrila of ROI.
2. Performance Measures for IT.
3. Linkage of Performance to Business.

Good things do come in three's. Enjoy your weekend.