A key requirement of any business service management tool is the ability to track the service-level agreements, so that these assurances from the providers match the contractual obligations. The process of managing these service-level agreements is known as service-level management (SLM). According to the SLM Online Buyers Guide from Enterprise Management Associates (EMA) (http://www.enterprisemanagement.com/), "Service-level Management is the process of setting, measuring, and ensuring the maintenance of service goals." Irrespective of the type of business service, SLM helps enterprises ensure that the key targets for service success such as performance, quality, or number of transactions, are being met during the business hours. In modern day enterprises, SLM is an integral part of the business service management. SLM is therefore, a means of defining the parameters for measuring quality of service of a business function, a means for monitoring those parameters...