The segmentation of ICT services and the reconciliation of their attributes and specifications with customer requirements creates benefit-oriented ‚just-enough‘ service levels as well as transparency about the value potential of the ICT performance. Thereby, the basis for optimization and future-oriented development of ICT resources is given. Additionally this serves an improved appreciation of ICT management by customers.
The reduction of complexity and ‚useless‘ service specifications allows sustainable annual cost reductions by 15 – 30%. The reconciliaton and communication of service level agreements (SLAs) with customers is the basis for a ‚managed‘ customer satisfaction.