
Service Level Management for Enterprise Networks
Lundy Lewis(Author)
Artech House Publishers
Published on 1. September 1999
Book
Hardback
326 pages
978-1-58053-016-3 (ISBN)
Description
After Service Level Agreements (SLA) have been made between IT providers and consumers, expectations and services to be rendered vary widely and standardization is often fragmented. This examination of IT Service Management provides a framework for implementing and evaluating Service Level Agreements and helps the reader avoid common pitfalls. It seeks to deliver new methodology and techniques to improve SLAs, through discussion of SLM processes and architecture, but it also serves as a baseline against which to measure existing and future SLM programmes. The book examines research challenges, using real-world case studies, and discussing current tools and applications.
More details
Edition
Unabridged edition
Language
English
Place of publication
Norwood
United States
Target group
Professional and scholarly
Edition type
Unabridged edition
Dimensions
Height: 152 mm
Width: 229 mm
ISBN-13
978-1-58053-016-3 (9781580530163)
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Schweitzer Classification
Person
Lundy Lewis is Director of Advanced Research at Cabletron Systems in Merrimack, New Hampshire, where he designs and develops commercial products for the networking community. He holds an M.S. in Computer Science from Renssalear Polytechnic Institute in Troy, New York, a Ph.D. in Philosophy from the University of Georgia and is a member of AAAI, IEEE, and ACM.
Content
Introduction. Responsibilities of IT Departments. What is Service Level Management? The SLM Process. Variations on the Process. Off-line, Accumulative SLM. Reactive SLM in Real Time. General Architecture. Situation and Evaluating SLM Programs. Hard Challenges in SLM. The Semantic Disparity Problem. The Translation Problem. Deploying SLM Agents. Enterprise Management Platforms. Monitoring Agents. Reporting Tools. How To Integrate Multi-Vendor Applications. Other Considerations in SLM.