SLM Solutions: A Buyer's guide, now in its second edition, is a powerful resource for anyone wanting expert advice on SLM tool selection. This book also provides valuable decision support information for enterprise and service provider IT departments tasked with selecting and implementing the right SLM solution.

About the Author

Rick Sturm is a leading authority on Service Level Management. He is the co-author of the best-selling book Foundations of Service Level Management, and has written dozens of articles about SLM. Rick is a frequent speaker on the subject, and consults with IT organizations around the world about their SLM Strategies. He is President of Enterprise Management Associates, a leading industry analyst firm that provides strategic and tactical advice on the issues of managing computing and communications environments. Rick has over 25 years of experience in the computer industry. As co-chair of the IETF Working Group, Rick helped develop the SNMP MIB for managing applications, and he was a founder of the Open View Forum.

Lisa Erickson-Harris has over 18 years experience in the computer industry. She is a Research Director with Enterprise Management Associates, focusing on Service Level Management (SLM), Business Process Management (BPM), and partnership strategies. Her diverse industry experience includes mapping business requirements to technology, establish and managing key partnerships, enabling cross-team cooperation for IT projects, and developing product-training programs. She has served as an adjunct faculty member teaching computer science courses at several colleges. In addition, she is a contributing writer for Network World Fusion and Slm-info.org.

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