Chapter 4. Service Level Management
This chapter includes the following topics:
Defining SLAs
Assessing your requirements
Profiling case study
Defining what to monitor
Application delivery now drives the business bottom line and represents the gauge of success or failure for the support organization. Monitoring and reporting this delivery becomes a necessity. Taking this as the basis of service level management (SLM), a service level agreement (SLA) can be defined as a set of criteria that must be met to satisfy the customer’s business requirements.
In this chapter, you not only learn the importance and limitations of SLAs, you also learn how to do the following:
Profile—. Define your required service levels based on both business and technical criteria ...
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