Summary
The Internet, and the Web, are transforming business processes for interaction among businesses, government, suppliers, customers, and employees. As more and more critical business processes go online, the service quality of those processes becomes more important to the success of business as a whole.
SLAs are the formal, negotiated contracts between service providers and service users that define the services to be provided, their quality goals, and the actions to be taken if the SLA terms are violated.
SLM is the process of managing network and computing resources to ensure the delivery of acceptable service quality, usually as defined in an SLA, at an acceptable price in an acceptable time frame. It is a competitive weapon in the marketplace ...
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