ABSTRACT
Downtime is becoming unacceptably expensive as businesses increasingly depend on their information technology (IT) services for mission-critical applications. As user availability and response time requirements increase dramatically, service level management (SLM) is becoming the common language of choice for communication between IT and end users. In addition, to foster the growing focus on the user, SLM is moving rapidly into the application arena, turning from its traditional emphasis on system and network resources.
