ANALISA BEST PRACTICE SERVICE LEVEL MANAGEMENT (SLM) CISCO MENGGUNAKAN KRITERIA KELENGKAPAN DARI THOMAS SCHAAF
ABSTRACT: Service Level
Agreement (SLA) is an important document to facilitate IT service provisioning
by clearly defined Quality of Service (QoS) parameters. The management of SLA
is the main subject in the discipline of Service Level Management (SLM). SLM is
very important to improve relationship between IT service provider and its
customer. It delivers documented agreement as a common understanding of
expectation and possible achievements to the agreed cost. It means SLM builds
the interface between an IT organization and its customer, so it plays a
critical and important role in the context of IT service management. In this paper,
an SLM best practice from CISCO will be analyzed with the assessment criteria
of SLM framework by Thomas Schaaf. The result will be followed with several
suggestion to fulfil the gap in this CISCO’s best practice.
Penulis: Indra Waspada
Kode Jurnal: jptinformatikadd100041
