Structure of the Book
The book is divided into four parts:
Part I: Service Level Agreements and Introduction to Service Level Management (Chapters 1–3)— Chapter 1 defines the webbed ecosystem, and Chapter 2 defines and discusses SLAs along with typical technical and business process metrics, their statistical treatment, and recommendations for writing SLAs. Chapter 3 outlines both the overall architecture for service delivery on the Web and the overall architecture for managing that delivery. (Additional, detailed examples of technical metrics and management architectures are given in Part II.)
Part II: Components of the Service Level Management Infrastructure (Chapters 4–10)— The first group of chapters (4–7) in this part discusses the details ...
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