Foundations of Service Level Management
Published on 12. April 2000
Book
Paperback/Softback
288 pages
978-0-672-31743-9 (ISBN)
Description
Foundations of Service Level Management provides detailed recommendations for creating a service level management strategy and establishing service level agreements. This book also shows IT managers and executives at third-party SLM companies how to deploy services more quickly, placing a premium on time to market and time to scale, become more service oriented, delivering guaranteed services through service-level agreements (SLAs), evolve from reactive network management to proactive service management, and reduce costs whenever possible by automating network and service management.
Additional resources for this title can be found at: http://www.enterprisemanagement.com/IT_Mgmt_Solutions/
Additional resources for this title can be found at: http://www.enterprisemanagement.com/IT_Mgmt_Solutions/
More details
Persons
Wayne Morris is the vice president at BMC Software, Inc. He speaks regularly at industry trade shows and conferences including Uniforum, Networld+Interop, DB Expo, Enterprise Management Summit and Computer Measurement Group. In addition, Morris is frequently asked to comment in major trade press articles on application management and his papers have been published in the USA, Europe and Australia.
Content
Introduction.
I: THEORY AND PRINCIPLES.
1. The Challenge.
Mission Impossible. Divergent Views. Technical Challenge. What Is SLM? Pros and Cons. Other Service Providers. The Importance of SLM. Why Now? Summary.
2. The Perception and Management of Service Levels.
Availability. Performance. Workload Levels. Security. Accuracy. Recoverability. Affordability. Summary.
3. Service Level Reporting.
Audience. Types of Reports. Frequency of Reporting. Real-Time Reporting. Summary.
4. Service Level Agreements.
The Need for SLAs. Functions of SLAs. Types of SLAs. SLA Processes. Summary.
5. Standards Efforts.
IT Infrastructure Library. Distributed Management Task Force (DMTF) SLA Working Group. Internet Engineering Task Force (IETF)-Application Management MIB. Application Response Measurement Working Group. Summary.
II: REALITY.
6. Service Level Management Practices.
Lack of Common Understanding. Current Service Level Management Practices. Summary. References.
7. Service Level Management Products.
Monitoring Tools. Reporting Tools. SLM Analysis. Administration Tools. Summary.
III: RECOMMENDATIONS.
8. Business Case for Service Level Management.
Cost Justifying Proactive Service Level Management. Quantifying the Benefits of Service Level Management. A Sample Cost Justification Worksheet. Summary.
9. Implementing Service Level Management.
Planning the Rollout. Going Live with SLM. Following Through. Summary.
10. Capturing Data for Service Level Agreements (SLAs).
Metrics for Measuring Service Levels. Methods for Capturing Service Metrics. Monitoring Individual Components and Aggregating Results. Inspecting Network Traffic for Application Transactions. End-to-End Service Level Measurement. Common Architectures and Technologies for Data Capture Solutions. Summary.
11. Service Level Management as Service Enabler.
The Ascendance of IP. A Spectrum of Providers. The Importance of SLAs in the Service Environment. Different Strokes. Smart Implementation. Advice for Users. Advice for Service Providers. Summary.
12. Moving Forward.
Establishing the Need for Service Level Management. Defining the Services to Be Managed. Communicating with the Business. Negotiating Service Level Agreements. Managing to the Service Level Agreement. Using Commercial Management Solutions. Continuously Improving Service Quality. Evolution of Service Level Management Standards. Evolution of Management Solution Capabilities.
IV: APPENDIXES.
Appendix A. Internal Service Level Agreement Template.
About the SLA. About the Service. About Service Availability. About Service Measures.
Appendix B. Simple Internal Service Level Agreement Template.
Appendix C. Sample Customer Satisfaction Survey.
Rating Service Quality. General Comments. Current Usage. Future Requirements. Optional Information.
Appendix D. Sample Reporting Schedule.
Daily Report. Weekly Report. Monthly Report. Quarterly Report.
Appendix E. Sample Value Statement & Return on Investment (ROI) Analysis for a Service Provider Delivering an SAP Application.
Summary of Value. Return on Investment (ROI) Value Areas. Benefit Areas. Return on Investment Analysis. Summary.
Appendix F. Selected Vendors of Service Level Management Products.
Glossary.
Index.
I: THEORY AND PRINCIPLES.
1. The Challenge.
Mission Impossible. Divergent Views. Technical Challenge. What Is SLM? Pros and Cons. Other Service Providers. The Importance of SLM. Why Now? Summary.
2. The Perception and Management of Service Levels.
Availability. Performance. Workload Levels. Security. Accuracy. Recoverability. Affordability. Summary.
3. Service Level Reporting.
Audience. Types of Reports. Frequency of Reporting. Real-Time Reporting. Summary.
4. Service Level Agreements.
The Need for SLAs. Functions of SLAs. Types of SLAs. SLA Processes. Summary.
5. Standards Efforts.
IT Infrastructure Library. Distributed Management Task Force (DMTF) SLA Working Group. Internet Engineering Task Force (IETF)-Application Management MIB. Application Response Measurement Working Group. Summary.
II: REALITY.
6. Service Level Management Practices.
Lack of Common Understanding. Current Service Level Management Practices. Summary. References.
7. Service Level Management Products.
Monitoring Tools. Reporting Tools. SLM Analysis. Administration Tools. Summary.
III: RECOMMENDATIONS.
8. Business Case for Service Level Management.
Cost Justifying Proactive Service Level Management. Quantifying the Benefits of Service Level Management. A Sample Cost Justification Worksheet. Summary.
9. Implementing Service Level Management.
Planning the Rollout. Going Live with SLM. Following Through. Summary.
10. Capturing Data for Service Level Agreements (SLAs).
Metrics for Measuring Service Levels. Methods for Capturing Service Metrics. Monitoring Individual Components and Aggregating Results. Inspecting Network Traffic for Application Transactions. End-to-End Service Level Measurement. Common Architectures and Technologies for Data Capture Solutions. Summary.
11. Service Level Management as Service Enabler.
The Ascendance of IP. A Spectrum of Providers. The Importance of SLAs in the Service Environment. Different Strokes. Smart Implementation. Advice for Users. Advice for Service Providers. Summary.
12. Moving Forward.
Establishing the Need for Service Level Management. Defining the Services to Be Managed. Communicating with the Business. Negotiating Service Level Agreements. Managing to the Service Level Agreement. Using Commercial Management Solutions. Continuously Improving Service Quality. Evolution of Service Level Management Standards. Evolution of Management Solution Capabilities.
IV: APPENDIXES.
Appendix A. Internal Service Level Agreement Template.
About the SLA. About the Service. About Service Availability. About Service Measures.
Appendix B. Simple Internal Service Level Agreement Template.
Appendix C. Sample Customer Satisfaction Survey.
Rating Service Quality. General Comments. Current Usage. Future Requirements. Optional Information.
Appendix D. Sample Reporting Schedule.
Daily Report. Weekly Report. Monthly Report. Quarterly Report.
Appendix E. Sample Value Statement & Return on Investment (ROI) Analysis for a Service Provider Delivering an SAP Application.
Summary of Value. Return on Investment (ROI) Value Areas. Benefit Areas. Return on Investment Analysis. Summary.
Appendix F. Selected Vendors of Service Level Management Products.
Glossary.
Index.