Deciding who owns the problem

Related Links

Service checkup

Given the intent of service-level management (SLM) as a hybrid discipline crossing business and information technology boundaries, where will the decision to purchase SLM tools come from?

SLM and service-level agreements (SLAs) are still considered one and the same by most agencies, which means the responsibility lies with the IT department. However, Bob Norberg, director of product management for Visual Networks Inc., said the sales decision is now being made higher up in IT organizations, more typically by chief information officers. And, as CIOs' decisions more closely consider IT's impact on agencies' missions, Norberg said he believes the business units will drive many of the requirements for SLM tools. That drive will only increase in the future, he said, because purchases will increasingly be made with the view toward accommodating requests for information that factor in the returns for many activities. In that case, the inevitable outcome is a move toward IT and business organizations having their own SLAs for the same services.

About the Author

Brian Robinson is a freelance writer based in Portland, Ore.

Featured

  • Defense
    Ryan D. McCarthy being sworn in as Army Secretary Oct. 10, 2019. (Photo credit: Sgt. Dana Clarke/U.S. Army)

    Army wants to spend nearly $1B on cloud, data by 2025

    Army Secretary Ryan McCarthy said lack of funding or a potential delay in the JEDI cloud bid "strikes to the heart of our concern."

  • Congress
    Rep. Jim Langevin (D-R.I.) at the Hack the Capitol conference Sept. 20, 2018

    Jim Langevin's view from the Hill

    As chairman of of the Intelligence and Emerging Threats and Capabilities subcommittee of the House Armed Services Committe and a member of the House Homeland Security Committee, Rhode Island Democrat Jim Langevin is one of the most influential voices on cybersecurity in Congress.

Stay Connected

FCW INSIDER

Sign up for our newsletter.

I agree to this site's Privacy Policy.