Chapter 6. Real-Time Operations
Effectiveness and accuracy of real-time operations directly affects compliance with Service Level Agreements (SLAs). The time taken to detect a problem, determine its cause, and take corrective action is the time during which service quality is at risk and SLA violations may occur.
The demand for higher service quality shrinks the time allowance for responding to the actual variations in service behavior. Every SLA has time-based metrics. For example, availability metrics are all about time: the available uptime each month; the total of outages (downtime); the time between outages; and the duration of each outage. Transaction completion times are another example of a time metric. The emerging metrics for measuring ...
Get Practical Service Level Management: Delivering High-Quality Web-Based Services now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
