Aligning IT Service Levels and Business Performance: A Case Study


TSF is an Italian IT service company, focused on logistics and transportation IT market segments.. It is able to support customer’s business operations through a complex IT service chain, appraised by a Service Level Management (SLM) system. Due to the long term contractual relationship (10 years) with Italian Railways, TSF developed a symbiotic… (More)
DOI: 10.1109/SCC.2010.88


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