• Corpus ID: 1494251

Service Level Management - Challenges and their Relevance from the Customers' Point of View

@inproceedings{Unterharnscheidt2010ServiceLM,
  title={Service Level Management - Challenges and their Relevance from the Customers' Point of View},
  author={Philipp Unterharnscheidt and A. Kieninger},
  booktitle={AMCIS},
  year={2010}
}
IT services supporting business operations are an increasingly critical factor for business success today. The management of service quality levels, however, remains a major challenge for many companies. Especially in conjunction with IT outsourcing relationships there are many issues which require advanced methods and concepts – but there are no current studies that provide a structured overview on these and discuss their importance. Therefore, in this research in progress paper we present the… 
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