Integrating Service Level Agreements
Optimizing Your OSS for SLA Delivery
1st Edition
Published on 29. August 2002
Book
Paperback/Softback
XVIII, 446 pages
978-0-471-21012-2 (ISBN)
Description
Service level agreements (SLAs) offer service providers a way to distinguish themselves from their competitors in today's volatile, hypercompetitive market. This book offers an innovative approach that takes full advantage of current interface, automation, and Internet-based distribution and reporting technologies. It also addresses business-level SLAs, not just device-level SLAs and describes a revolutionary approach that combines network management, service management, field service activities, entitlement, and rating with workflow automation technologies.
More details
Edition
1., Aufl.
Language
English
Place of publication
New York
United States
Publishing group
John Wiley and Sons Ltd
Target group
College/higher education
Professional and scholarly
Illustrations
Ill.
Dimensions
Height: 23.4 cm
Width: 18.9 cm
Weight
765 gr
ISBN-13
978-0-471-21012-2 (9780471210122)
Schweitzer Classification
Other editions
Additional editions
John K. Lee | Ron Ben-Natan
Integrating Service Level Agreements
Optimizing Your OSS for SLA Delivery
E-Book
09/2002
Wiley
€35.99
Available for download
Persons
JOHN J. LEE is Vice President of Strategy and Business Solutions at ViryaNet, a company that provides wireless workforce solutions. He is an expert in the development of operation and business support systems and a frequent contributor to industry publications. RON BEN--NATAN is CTO at ViryaNet and has been building distributed systems and applications at companies like Intel, Merrill Lynch, J.P. Morgan, and AT&T Bell Labs for the past twenty years. He has authored several successful books on distributed systems and the application of advanced technologies in business environments.
Content
About the Authors. Part One: The Problem. Chapter 1: What Are Service Level Agreements? Chapter 2: The True Intent of Service Level Agreements. Chapter 3: The Long Ascent to True Service Level Agreement Delivery. Chapter 4: The Operations Support System. Chapter 5: Service Level Agreement Models. Part Two: The Solution. Chapter 6: The Integrated Service Level Agreement Model. Chapter 7: Integration Techniques. Chapter 8: Work--Flow Automation. Chapter 9: Organizational Issues. Chapter 10: Contractual Commitments and Penalties. Chapter 11: Operational Process, Work Flow, Notification, and Alerts. Chapter 12: Metrics and Performance Reporting. Chapter 13: Service Level Agreement Portals: A Unified Presentation Layer. Chapter 14: Notification, Mobile Computing, and Wireless Access. Chapter 15: Service Marketplaces and Bandwidth Exchanges. Chapter 16: Applying the Model to Other Industries. Appendix: Acronyms. Bibliography. Index.