Just got back off holiday and whilst clearing my Inbox came across the following... Certainly worth a viewing. You can register here
In this webcast, learn how Microsoft IT improved its messaging service using targeted metrics and great processes. Hear about the service level agreements (SLAs) and reports the company uses to focus on operational and service improvements. We describe IT service reviews and explain why they are an important component of a successful service. We also show examples of experience-based scorecards and the metrics that go beyond server uptime to enhance the messaging experience for end users.
Presenter: Grant Hogan, Microsoft IT Service Manager, Microsoft Corporation