Linkage with users’ interests
This ongoing alignment needs to extend to the interests of users. In tandem with compliance with the agreed SLAs, it is crucial for end users to be polled at regular intervals to ensure that their perception of the service is still in line with their expectations and requirements. This polling process is especially vital since users’ expectations may change over time. And it will act as an early-warning system in cases where some SLAs may be losing their relevance and will have to be adjusted for all or part of the user organization.
Imagine a situation where changing market conditions create a demand bubble. For example, a large and rapid influx of money into a mutual fund means that workstations for processing ...
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