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Wednesday, 11/20/2019 | 15:45

Service Level Management

EADS is an internationally operating corporation with locations in five continents. It is quite clear that the Facility Management Division essentially contributes to the success of the company.

For this assignment, EADS appointed AC-B to define an extensive Service Catalogue for the “shared services” function.

This catalogue covers SLAs (service level agreements) for each service sector and defines KPIs (key performance indicators) or measurement scales – which shall be used to evaluate the performance of contracted services.