SSOPRO Update: Maturity Model
Keith Harris of Coca-Cola business services, one of SSON’s SSOPro online learning program participants, describes the challenges of designing SLA metrics, as part of the ongoing discussions in the "Benchmarking" modules.
Keith had set himself the goal of having every one of his managers develop their own SLAs, as well as a standard means of collecting the data against these SLAs, a standard means of reporting this data to process owners, and a standard way of rolling this up into a das...
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