IT SLA Metrics - Desktop and LAN/WAM : LUSENET : Service Level Management : One Thread

I am looking for examples of industry benchmarked measurements captured in a SLA for Desktop and LAN/WAN services within the following areas:

Resolution Time Network Availability Network Response Time

Can anyone provide me a point in the right direction?

-- Jermaine Stanley (, March 06, 2002


I am as well, have you found anything or heard from anyone?

-- Brett Yoshimoto (, June 15, 2004.

check out

-- Brian Peck (, June 15, 2004.

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