Evaluation of service level agreement related to support business process at PT XYZ
The purpose of this research is to make all IT Services that are provided manage well, can be demonstrated and communicated to business units at PT XYZ and vendor. And the other is to standardize Service Level Report that is submitted from vendor to PT XYZ. To perform this research, a series of interviews will be conducted regarding to condition of Service Level Management at PT XYZ. Literature review of IT Service Management, ITIL standard and ISO 20000 will support this research and used as foundation in propose the solution to PT XYZ. Service catalog based on IT Service Management - Service Level Management and standard Service Level Report based on Checklist ITIL Process Map V2 will be the propose solution to PT XYZ and result of this research.
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