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Service impact

14th December 2017 by 
Dr. Manzoor Mohammed

1) Use more than one measure for SLA response time

There may be a scenario where the service provider can meet either an average or a percentile response time target, but not both. In this case, the customer may...

09th February 2011 by 
Team Capacitas

An interesting article in the Guardian recently, entitled 'How Government procedures turn small graphics into big costs', discussed how the rebranding at the Information Commissioner's Office in the UK cost over...

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