Practical Service Level Management: Delivering High-Quality Web-Based Services

Service Level Management

Service quality is extremely important, given the accelerating number of critical business processes going online. Customers and business partners go elsewhere if the services they want are not available or are performing sluggishly. Unfortunately, good service quality is a dynamic target and the demands continue to tighten. Competitors will match or exceed service quality levels and create pressure toward matching or bettering theirs.

Service Level Management (SLM) is the process of managing network and computing resources to ensure the delivery of acceptable service quality at an acceptable price in an acceptable time frame. It focuses on the behavior of the services rather than on tracking the status of every router, ...