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Explain the concept of service-level agreements (SLAs) in IT service management. How do SLAs help ensure the quality and reliability of IT services?

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Explain the concept of service-level agreements (SLAs) in IT service management. How do SLAs help ensure the quality and reliability of IT services?

Discipline aimed at delivering quality service to the customer, particularly around the customer relationship and its continuous improvement.

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Step 1: Introduction

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Step 2: Explanation - Understanding Service-Level Agreements (SLAs)

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Step 3: Importance of SLAs in IT Service Management

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Step 4: How SLAs Ensure Quality and Reliability

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