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Service Level Management and Quality of Service
Service Level Management and Quality of Service Links
nextslm.orgBest Practices in Service Level Management - Communications This report is based on data collected from assessments taken in 4Q2000 through 2Q2001.
NEXTSLM.ORGNextslm.org is an online learning community, dedicated to providing clear, concise answers about Service Level Management. nextslm.org is sponsored by BMC Software, Enterprise Management Associates, Sun Microsystems, and PricewaterhouseCoopers.
SigmaPro Inc.Sigmapro.com – Global leaders in Six Sigma, Design for Six Sigma and Lean Sigma training and consulting.
CompTIA Sheds Light on SLAsCompTIA Sheds Light on SLAs By Kevin Newcomb, February 20, 2004, ASP News. "Anyone that has been a participant in the ASP business model, whether provider or customer, is familiar with the concept of a service level agreement (SLA), which guarantees minimum levels of service for particular components of the service provider relationship. It's understood that with that guarantee, there must also be a mechanism by which the component is measured, as well as some recourse to the customer and penalty to the provider if those warrants aren't met."
ComputerWeekly.comA checklist for getting SLAs right "To avoid expensive mistakes, ensure that both user and supplier understand their responsibilities from the outset" by Jimmy Desai, Tuesday 10 August 2004
CSO Magazine"Service-level agreements are at the heart of most managed information security contracts. But they don't guarantee that buyer and seller are pulling in the same direction." BY MALCOLM WHEATLEY
DatamationStakeholders and Service Level Expectations August 6, 2003 By George Spafford Information Technology hardware, software and services are becoming an increasingly integral part of organizations. Along with this come many users who rely on one or more systems that IT supports. With this said, different groups have different needs.
Enterprise Systems JournalSLM Promises Higher IT Service Levels with Fewer Resources - A Service Level Management process may be what IT service organizations need to better support business demands. by Brittain Fraley, 10/12/2004
Enterprise Systems JournalWhy Traditional SLAs Are No Longer Adequate SLAs have traditionally relied on operating system utilities to determine process availability -- but their accuracy isn't assured. Measuring the availability of business processes may hold the key to correct application performance assessment. - by Dennis Hejna, 7/20/2004
How SLAs Are Used (Network Computing Magazine, March 21, 2003By Jon Saperia In today's business environment, IT managers have eyes only for technologies and approaches that improve their enterprises' profitability and competitive position, demonstrate the value of the internal IT organization, or otherwise contribute to paying salaries. Increasingly, service-level agreements are being used to help meet these objectives. The Open Group's Quality of Service task force shared with us its recent research study on current practices related to services and SLAs in enterprises (the Open Group is an international, vendor-neutral consortium that brings together IT buyers and suppliers to lower the time, cost and risks associated with integrating new technology across the enterprise.
IBM's Web Service Level Agreements (WSLA) ProjectThe Web Service Level Agreement (WSLA) project, developed by IBM, addresses service level management issues within a Web services environment. Issues addressed include SLA specification, creation and monitoring. The project provides: Explicit specifications of servlce level agreements that can be monitored by the service provider, customer and even by a third-party; Ease of SLA creation using template-based authoring tools; and, Distributed monitoring framework for deployment in a single site or across multiple sites by translating SLA data in configuration information for the individual service provider components and third party services to perform the measurement and supervision activities. The WSLA creation and monitoring framework complements various other projects addressing issues on proactive management of a service environment, e.g., provisioning resources, workload management, etc., according to the agreed upon service levels specified via WSLA.
IIR's Service Level AgreementsThis event will equip you with the tactical knowledge, technical understanding and practical application to ensure that your Service Level Agreements perform the following key business functions: -Drive Down Costs -Maintain Continuous Improvements -Ensure Performance Excellence
Netwoprk Computing: Putting Service Levels in PerspectivePutting Service Levels in Perspective, By David Willis. Service-level management. The term gets tossed around like a Day-Glo Frisbee at a Phish concert, and every now and then some unsuspecting IT person gets whacked in the head with it. Service level used to carry a more concrete meaning, but over the past two years the term has been severely abused.
Network MagazineCan You Really Get a VPN SLA? "If you're considering either a VPN from a single ISP or a VPN based on IP infrastructure not connected to the Internet at all, read on. By Tom Nolle, 12/05/2003
Network MagazineService Level Agreements Jim Carr discusses the details of service provider SLAs. 06/05/2001
Processor MagazineUptime: How Many Nines? August 13, 2004 • Vol.26 Issue 33 Page(s) 12 in print issue. "One of the terms that product vendors like to bandy around is “five nines,” which means 99.999% uptime. They hold this up as some kind of Holy Grail of computing and would dearly love to sell you some equipment to help you achieve this level of reliability. Do you really need five nines of reliability? I think in all but a tiny subset of cases, the answer is no."
Service Level Agreement and SLA GuideDirectory of service level agreement template, guidebook, training, and audit resources.
Service Level Agreements Arm Against DowntimeJanuary 28, 2000 (5:51 p.m. EST) By Chuck Moozakis, InternetWeek
SLA Savvy: Five Secrets for Making sure you Get the Most from Your Service-Level Agreements.By JULIE BORT, Network World, 09/27/99.
Better SLAs needed for UK firms, says studyComputerweekly.com,29 April 2004: "A YouGov report has claimed that UK business are failing to measure the performance of their IT systems accurately."
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| #1 | Service Level Agreement and SLA Guide - Directory of service level agreement template, guidebook, training, and audit resources. | |
| #2 | Business continuity metrics: How much can you afford to lose? - When developing a disaster recovery plan, companies need to evaluate how fast they can get their businesses running again and how much data they can afford to lose. Bob Cramer, CEO of LiveVault Corp., offers tips on key metrics companies should use to make these decisions. | |
| #3 | Saint Lucia Disaster Response Plan - Saint Lucia Disaster Response Plan | |
| #4 | A Design Language for Emergency Operations Center Facilities - "Most EOC layouts can be described in terms of a few basic models, each of which has unique implications for the organizational dynamics it supports. These basic layouts are combined and hybridized to yield almost all real-world EOC floorplans." | |
| #5 | SLA Savvy: Five Secrets for Making sure you Get the Most from Your Service-Level Agreements. - By JULIE BORT, Network World, 09/27/99. | |
| #6 | University of Miami Disaster Recovery Plan for Computer Servuces - | |
