Companies often have multiple internal groups that all provide support in some way. These groups work under a basic service-level agreement, or SLA, which describes the overall support goals and ...
Operating level agreements (OLA) aren’t exactly new to IT. Unlike service level agreements (SLA) between an IT organization and its service provider, OLAs state how particular parties involved in the ...
IT managers are challenged to continually improve performance, accelerate incident response times, reduce system downtime, and simultaneously cut service costs in his or her IT support operations. The ...
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