Abstract
Service Level Management (SLM) is one of the foundation pillars for realizing the benefits of Integrated Global Support Services (iGSS). A successful iGSS program is based on timely and qualitative service delivery. This is not only applicable for those services in scope of iGSS model, but also for vendors indirectly supporting the model. Service Delivery is ensured through Service Levels and there is great interdependency between various service providers who are directly or indirectly part of the iGSS framework

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