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Advisory Note: Service Management and the Government Sector
Enterprise Management Associates, Aug 2007, Pages: 4
In the spring of 2007, EMA conducted its fourth annual SLM Acceptance web survey to solicit user views of service management, service level agreement (SLA) deployment, best practice adoption, and plans and priorities for SLM. The complete report, SLM Acceptance 2007, is scheduled for publication by early September. Findings gathered from participants in the government sector are detailed in this Advisory Note.
This Advisory Note looks at opinions and differences in the government sector. Service management in the government sector differs from commercial environments in that 'the value motive (of government services) is more difficult to measure…than the profit motive' explained Alan Ashurst, from the State of Colorado who was interviewed as part of the research for this note.
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