IT Management Research, Industry Analysis, and Consulting
Adopting SLM for Business Success
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) White Paper
Prepared for Compuware
April 2008
Adopting SLM for Business Success
©2008 Enterprise Management Associates, Inc. All Rights Reserved.
IT Management Research, Industry Analysis, and Consulting
Table of Contents
Executive Summary .................................................................................................................................................... 1
Moving to Service Management ............................................................................................................................... 1
Service Level Management .................................................................................................................................. 2
Business Service Management ............................................................................................................................ 2
Getting Started with SLM .......................................................................................................................................... 2
SLM Best Practices ................................................................................................................................................ 2
The SLM Process ................................................................................................................................................... 3
Understanding SLM Solution Components ........................................................................................................... 4
End User Experience Monitoring ...................................................................................................................... 4
Active .................................................................................................................................................................. 5
Passive ..................................................................