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Feb 11, 2012

Business of Information Technology > Business Environment > Legal Environment > Laws > Contract Law > Contracts >
SLA
ALSO CALLED: Service Level Agreements, SLAs DEFINITION: A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA. More recently, IS departments in major enterprises have adopted the idea of writing a service level agreement so that services … Definition continues below.
SLA Multimedia (View All Report Types)
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PRTG Network Monitor sponsored by Paessler AG TRIAL SOFTWARE: Experience complete control over your network by downloading your free, 30-day trial of PRTG now. Posted: 25 Jan 2012 \| Premiered: 25 Jan 2012 TOPICS: LAN \| Network Appliances \| Network Management \| Network Managers \| Network Monitoring \| Network Monitoring Software \| Network Performance Management Software \| Network Traffic Management \| SLA \| Software \| WAN

Five Easy Steps to Optimizing Your IT Services sponsored by CA Technologies. WEBCAST: IT service management is filled with complexity due to outsourcing, cloud technologies and customer demands. Watch this webcast to uncover 5 strategies for optimizing your IT services and improving business process management. Posted: 08 Dec 2011 \| Premiered: 08 Dec 2011 TOPICS: Business Process Management \| Customer Satisfaction \| Customer Service \| IT Service Management \| ITIL \| Service Level Management \| SLA \| SLA Management Services

Driving the SLM process in ITIL: Why it should be your priority sponsored by CA Technologies. WEBCAST: The notion of service level management is fundamental to business success. Why? Because service level management drives customer satisfaction and retention. In this webcast, learn how to meet SLAs through different strategies such as testing, quality control and capacity management. Posted: 08 Dec 2011 \| Premiered: 08 Dec 2011 TOPICS: Change Management \| Customer Retention \| Customer Satisfaction \| IT Service Management \| ITIL \| Service Level Management \| SLA \| SLA Management Services

Enhance Your SLA Management Approach sponsored by CA Technologies. PRODUCT DEMO: Watch this flash demonstration to see an overview of CA Business Service Insight's capabilities to govern service level agreements in order for you to manage obligations with external customers. Posted: 16 Aug 2011 \| Premiered: 16 Aug 2011 TOPICS: Applications Management \| Cloud Computing \| Customer Data Management \| Data Analytics \| Data Auditing \| SLA \| SLA Management Services \| Software as a Service

Cloud decisions: Strategies for addressing organizational challenges sponsored by CSC WEBCAST: In this webcast, industry analyst Mark Bowker will begin his presentation on where virtualization is headed including developments towards cloud computing. Posted: 10 Feb 2011 \| Premiered: 10 Feb 2011 TOPICS: Cloud Computing \| IT Best Practices \| SLA \| SLA Management Services \| Strategic Planning \| Virtualization Security

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SLA DEFINITION (continued): … for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers.Some metrics that SLAs may specify include: What percentage of the time services will be available The number of users that can be served simultaneouslySpecific performance benchmarks to which actual performance will be periodically comparedThe schedule for notification in advance of network changes that may affect usersHelp desk response time for various classes of problemsDial-in access availabilityUsage statistics that will be provided. …
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