Foundations of service level management:
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Indianapolis, Ind.
Sams
2000
|
| Ausgabe: | 1. print. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIII, 272 S. graph. Darst., Kt. |
| ISBN: | 0672317435 |
Internformat
MARC
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| 100 | 1 | |a Sturm, Rick |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Foundations of service level management |c Rick Sturm, Wayne Morris and Mary Jander |
| 250 | |a 1. print. | ||
| 264 | 1 | |a Indianapolis, Ind. |b Sams |c 2000 | |
| 300 | |a XIII, 272 S. |b graph. Darst., Kt. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 7 | |a Administração de serviços |2 larpcal | |
| 650 | 7 | |a Dienstverlening |2 gtt | |
| 650 | 7 | |a ICT |2 gtt | |
| 650 | 7 | |a Management |2 gtt | |
| 650 | 7 | |a Ondersteuning |2 gtt | |
| 650 | 7 | |a Prestatiebeoordeling |2 gtt | |
| 650 | 7 | |a Qualidade total |2 larpcal | |
| 650 | 4 | |a Service-level agreements | |
| 650 | 4 | |a Total quality management | |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Informationstechnik |0 (DE-588)4026926-7 |2 gnd |9 rswk-swf |
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| 689 | 0 | 1 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 0 | 2 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a Morris, Wayne |e Verfasser |4 aut | |
| 700 | 1 | |a Jander, Mary |e Verfasser |4 aut | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-009859866 | ||
Datensatz im Suchindex
| _version_ | 1804129274856210432 |
|---|---|
| adam_text | Contents at a Glance
Introduction 1
Part I: Theory and Principles 5
1 The Challenge 7
2 The Perception and Management of
Service Levels 21
3 Service Level Reporting 39
4 Service Level Agreements 53
5 Standards Efforts 77
Part II: Reality 85
6 Service Level Management Practices 87
7 Service Level Management Products 101
Part III: Recommendations 123
8 Business Case for Service Level Management 125
9 Implementing Service Level Management 137
10 Capturing Data for Service Level Agreements
(SLAs) 153
11 Service Level Management as Service Enabler 169
12 Moving Forward 179
Appendixes 187
A Internal Service Level Agreement Template 189
B Simple Internal Service Level Agreement
Template 195
C Sample Customer Satisfaction Survey 197
D Sample Reporting Schedule 201
E Sample Value Statement Return on Investment (ROI) Analysis
for a Service Provider Delivering an SAP Application 203
F Selected Vendors of Service Level Management Products 211
Glossary 241
Index 247
vii
Table of Contents
Introduction 1
PART I Theory and Principles 5
1 The Challenge 7
Mission Impossible 8
Divergent Views 9
Technical Challenge 11
What Is SLM? 13
Pros and Cons 14
Other Service Providers 15
The Importance of SLM 15
Why Now? 18
Summary 20
2 The Perception and Management of Service
Levels 21
Availability 22
Performance 24
Workload Levels 26
Security 28
Accuracy 31
Recoverability 32
Affordability 34
Summary 38
3 Service Level Reporting 39
Audience 40
Types of Reports 42
Frequency of Reporting 46
Real Time Reporting 49
Summary 52
Contents j
4 Service Level Agreements 53
The Need for SLAs 53
Functions of SLAs 55
Types of SLAs 56
SLA Processes 58
Summary 75
5 Standards Efforts 77
IT Infrastructure Library 78
Distributed Management Task Force (DMTF)
SLA Working Group 81
Internet Engineering Task Force (IETF)—Application
Management MIB 82
Application Response Measurement Working Group 83
Summary 84
PART II Reality 85
6 Service Level Management Practices 87
Lack of Common Understanding 87
Current Service Level Management Practices 90
Summary 100
References 100
7 Service Level Management Products 101
Monitoring Tools 102
Reporting Tools 117
SLM Analysis 120
Administration Tools 121
Summary 122
PART III Recommendations 123
8 Business Case for Service Level Management 125
Cost Justifying Proactive Service Level Management 125
Quantifying the Benefits of Service Level Management 127
X Contents
A Sample Cost Justification Worksheet 131
Summary 136
9 Implementing Service Level Management 137
Planning the Rollout 138
Going Live with SLM 142
Following Through 149
Summary 151
10 Capturing Data for Service Level
Agreements (SLAs) 153
Metrics for Measuring Service Levels 153
Methods for Capturing Service Metrics 155
Monitoring Individual Components and Aggregating
Results 156
Inspecting Network Traffic for Application Transactions 160
End to End Service Level Measurement 161
Common Architectures and Technologies for Data Capture
Solutions 164
Summary 167
11 Service Level Management as Service Enabler 169
The Ascendance of IP 170
A Spectrum of Providers 170
The Importance of SLAs in the Service Environment 172
Different Strokes 173
Smart Implementation 174
Advice for Users 174
Advice for Service Providers 176
Summary 177
12 Moving Forward 179
Establishing the Need for Service Level Management 179
Defining the Services to Be Managed 180
Communicating with the Business 181
Negotiating Service Level Agreements 181
Managing to the Service Level Agreement 182
Using Commercial Management Solutions 183
Continuously Improving Service Quality 183
Contents xi
Evolution of Service Level Management Standards 184
Evolution of Management Solution Capabilities 184
PART IV Appendixes 187
A Internal Service Level Agreement Template 189
About the SLA 189
About the Service 190
About Service Availability 191
About Service Measures 193
B Simple Internal Service Level Agreement
Template 195
C Sample Customer Satisfaction Survey 197
Rating Service Quality 197
General Comments 199
Current Usage 199
Future Requirements 200
Optional Information 200
D Sample Reporting Schedule 201
Daily Report 201
Weekly Report 202
Monthly Report 202
Quarterly Report 202
E Sample Value Statement Return on Investment (ROI)
Analysis for a Service Provider Delivering an SAP
Application 203
Summary ofValue 204
Return on Investment (ROI) Value Areas 204
Benefit Areas 207
Return on Investment Analysis 210
Summary 210
F Selected Vendors of Service Level Management
Products 211
Glossary 241
Index 247
|
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| id | DE-604.BV014422501 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:02:32Z |
| institution | BVB |
| isbn | 0672317435 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009859866 |
| oclc_num | 44497367 |
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| physical | XIII, 272 S. graph. Darst., Kt. |
| publishDate | 2000 |
| publishDateSearch | 2000 |
| publishDateSort | 2000 |
| publisher | Sams |
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| spelling | Sturm, Rick Verfasser aut Foundations of service level management Rick Sturm, Wayne Morris and Mary Jander 1. print. Indianapolis, Ind. Sams 2000 XIII, 272 S. graph. Darst., Kt. txt rdacontent n rdamedia nc rdacarrier Administração de serviços larpcal Dienstverlening gtt ICT gtt Management gtt Ondersteuning gtt Prestatiebeoordeling gtt Qualidade total larpcal Service-level agreements Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Informationstechnik (DE-588)4026926-7 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Informationstechnik (DE-588)4026926-7 s Dienstleistung (DE-588)4012178-1 s Qualitätsmanagement (DE-588)4219057-5 s DE-604 Morris, Wayne Verfasser aut Jander, Mary Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009859866&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Sturm, Rick Morris, Wayne Jander, Mary Foundations of service level management Administração de serviços larpcal Dienstverlening gtt ICT gtt Management gtt Ondersteuning gtt Prestatiebeoordeling gtt Qualidade total larpcal Service-level agreements Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd Informationstechnik (DE-588)4026926-7 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4026926-7 (DE-588)4012178-1 |
| title | Foundations of service level management |
| title_auth | Foundations of service level management |
| title_exact_search | Foundations of service level management |
| title_full | Foundations of service level management Rick Sturm, Wayne Morris and Mary Jander |
| title_fullStr | Foundations of service level management Rick Sturm, Wayne Morris and Mary Jander |
| title_full_unstemmed | Foundations of service level management Rick Sturm, Wayne Morris and Mary Jander |
| title_short | Foundations of service level management |
| title_sort | foundations of service level management |
| topic | Administração de serviços larpcal Dienstverlening gtt ICT gtt Management gtt Ondersteuning gtt Prestatiebeoordeling gtt Qualidade total larpcal Service-level agreements Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd Informationstechnik (DE-588)4026926-7 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Administração de serviços Dienstverlening ICT Management Ondersteuning Prestatiebeoordeling Qualidade total Service-level agreements Total quality management Qualitätsmanagement Informationstechnik Dienstleistung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009859866&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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