Integrating Service Level Agreements
Optimizing Your OSS for SLA Delivery
Published on 18. September 2002
464 pages
978-0-471-42866-4 (ISBN)
Description
Service level agreements (SLAs) offer service providers a way todistinguish themselves from their competitors in today's volatile,hypercompetitive market. This book offers an innovative approachthat takes full advantage of current interface, automation, andInternet-based distribution and reporting technologies.
* Addresses business-level SLAs, not just device-level SLAs
* Describes a revolutionary approach that combines networkmanagement, service management, field service activities,entitlement, and rating with workflow automation technologies
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John J. Lee | Ron Ben-Natan
Integrating Service Level Agreements
Optimizing Your OSS for SLA Delivery
Book
08/2002
1st Edition
Wiley
€39.90
Article exhausted; check different version
Persons
JOHN J. LEE is Vice President of Strategy and Business Solutions atViryaNet, a company that provides wireless workforce solutions. Heis an expert in the development of operation and business supportsystems and a frequent contributor to industry publications.
RON BEN-NATAN is CTO at ViryaNet and has been building distributedsystems and applications at companies like Intel, Merrill Lynch,J.P. Morgan, and AT&T Bell Labs for the past twenty years. Hehas authored several successful books on distributed systems andthe application of advanced technologies in business environments.
Content
About the Authors.
PART ONE: THE PROBLEM.
What Are Service Level Agreements?
The True Intent of Service Level Agreements.
The Long Ascent to True Service Level Agreement Delivery.
The Operations Support System.
Service Level Agreement Models.
PART II: THE SOLUTION.
The Integrated Service Level Agreement Model.
Integration Techniques.
Work-Flow Automation.
Organizational Issues.
Contractual Commitments and Penalties.
Operational Process, Work-Flow, Notification, and Alerts.
Metrics and Performance Reporting.
Service Level Agreement Portals: A Unified PresentationLayer.
Notification, Mobile Computing, and Wireless Access.
Service Marketplaces and Bandwidth Exchanges.
Applying the Model to Other Industries.
Apendix: Acronyms.
Bibliography.
Index.
