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15 February 2008 · Article

How SLAs drive, and don’t drive, performance: strategic, technical and process limitations

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If you can’t measure it, it doesn’t exist
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One of the axioms that grew out of the quality movement was: ‘If you can’t measure it, it doesn’t exist.’ Its more recent derivative, ‘If you can’t measure it, you can’t manage it,’ has direct applicability to SLAs. However, being able to measure a process or service is necessary, but it is not sufficient to be able to manage it.
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\r\nPATTERSON SHAFER, INTRASPHERE TECHNOLOGIES


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