Service Management: Effectively Meeting Service Level Agreements

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*******www.ibm****/ibm/servicemanagement/us/en/getting-started.html?cmp=agus_itspsmism-20100527&cm=...
*******www.ibm****/ibm/servicemanagement/us/en/getting-started.html?cmp=agus_itspsmism-20100527&cm=v&csr=svcmgmt_agree&cr=m&ct=usitp200&cm_mmc=agus_itspsmism-20100527-usitp200-_-v-_-svcmgmt_agree-_-m Mikko Tepponen of Corenet, in Finland speaks about how IBM solutions are at the core of Corenet’s maintenance and monitoring business. Their customers have contracts and service license agreements with different service providers and their job is to maintain and confirm that the agreements are working together. They monitor many different devices, not just typical IT assets, but also telematics devices with IBM solutions, providing their customers with a real-time view of all the data within their service. Events are coming into the system at all times and there are millions and millions of these raw events. IBM solutions will decipher the event to let you know if it is an alarm, or if just an update to the information. Their customers and employees are seeing the same data in real-time, giving a transparent view of how they are handling the information. So if different service providers are being policed the customer see how they are performing against this. Integrated service management is having all of these different services working towards a unified goal of having customer’s key business process function work as well as possible.
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