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Service Reporting and how it applies to your Collaborative Environment.
Service Delivery is a an often used phrase currently, but what is a service ? How do you report on quality of service delivery ? Eileen shall take you through the definition of Service Delivery as it relates to your collaboration tools ( Domino , Sametime, Quickr , BES , Traveller ,) whether hosted on site , via a service provider , via a hosting service provider or the cloud.
Using ITIL Terms and Definitions we shall break down service delivery and how it relates to your Collaborative System , from Administrators to Management to Customers. From Technical KPI's ( Key Performance Indicators ) to Customer SLA's ( Service Level Agreements ). Expect lots of Buzz words such as Capacity Management , Availability Management, Demand Management .. but have them accompanied with practical examples that clarifies them.