Research And Markets Research And Markets

SLM Acceptance 2007

  • ID: 585853
  • September 2007
  • Region: Global
  • 17 pages
  • Enterprise Management Associates
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In March 2007, EMA conducted a web survey of vendors and users about their experiences and perspectives regarding service level agreements (SLAs) and service level management (SLM) initiatives, which include the adoption of IT Service Management (ITSM), Business Service Management (BSM), and IT Infrastructure Library (ITIL) best practices. We compare the 2007 results to previous EMA surveys, conducted in 2003, 2004, and 2005 and provide added insight in new areas that were probed. SLM continues to be important, with 90% of end users perceiving it as critical or important to their executives. The 2007 web-based survey had the largest number of respondents thus far, with 84 participants, compared with 25, 48, and 26 participants in 2003, 2004, and 2005, respectively. SLM may be tied to business survival as one user observes, “SLM is about preventing lost business opportunities caused by IT failure".

As with our previous surveys, IT companies had the greatest representation, at 34%. Financial/accounting has the most representation among users, with the second largest group overall (15%), perhaps reflecting that industry’s propensity for early adoption of high tech initiatives.

This year, 82% of respondents report they’ve implemented SLAs, either internally READ MORE >

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Executive Summary
Extent of SLA Penetration (Acceptance)
Benefits for SLM
Best Practices
Documentation and Standardization of IT Processes
Choosing to Build or Buy Best Practices
Perceptions, Challenges and Priorities for Service Management
User Perceptions of SLM and BSM
Comparing Challenges and Priorities
Fresh Perspectives for 2007
Changing Requirements for SLM
Outsourcing is on the Rise—Are Users Governing those Services?
The CMDB—Enhancement or Distraction for SLM?
Service Costs and Chargeback

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Note: Product cover images may vary from those shown