Practical Service Level

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Practical Service Level

Measure, manage, and improve the speed and reliability of web services Complete reference for creating relevant, effective Service Level Agreements Detailed discussions of both technical and business performance metrics and their statistical treatment Performance and management implications of various web services delivery infrastructures, including caching and load distribution Discussion of the transport infrastructure, including quality of service (QoS) technology and traffic shaping Instrumentation system design Measurement collection, aggregation, correlation, and use for real-time service level control and reporting Quick problem detection, "triage" problem diagnosis, and root-cause analysis Automated, policy-based system management Load testing, modeling, and capacity planning for web systems Calculation of return on investment for web infrastructure improvements Structured plan for implementation of SLM techniques The web has become a major vehicle for transforming business

Author

John McConnell

Eric Siegel

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Practical Service Level Management - Delivering High-Quality Web-Based Services

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Measure, manage, and improve the speed and reliability of web services Complete reference for creating relevant, effective Service Level Agreements Detailed discussions of both technical and business performance metrics and their statistical treatment Performance and management implications of various web services delivery infrastructures, including caching and load distribution Discussion of the transport infrastructure, including quality of service (QoS) technology and traffic shaping Instrumentation system design Measurement collection, aggregation, correlation, and use for real-time service level control and reporting Quick problem detection, "triage" problem diagnosis, and root-cause analysis Automated, policy-based system management Load testing, modeling, and capacity planning for web systems Calculation of return on investment for web infrastructure improvements Structured plan for implementation of SLM techniques The web has become a major vehicle for transforming business

Service Management: Strategy

..whose "products" have a high immaterial content, such as service, image or know-how..

Foundations of Service Level

..of Service Level Management provides detailed recommendations for creating a service level..

• Inventory
• Letter P
• Letters P-S (PS)
• Letters P-S-L (PSL)

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