Service Level Management White Papers

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May 22, 2013

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Service Level Management
ALSO CALLED: SLM DEFINITION: Service level describes, usually in measurable terms, the services a network service provider furnishes a customer within a given time period. When used as a call center metric, service level measures the percentage of incoming calls that an agent answers live in an established amount of time.For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the … Definition continues below.
Service Level Management White Papers (View All Report Types)
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Be a multi-sourced IT services broker sponsored by Hewlett-Packard Company WHITE PAPER: The short-term gains of ad hoc cloud adoption can quickly lead to long-term service integration and management pains without a well-developed cloud deployment plan. Review this essential resource to help guide you when designing your cloud service strategy. Posted: 01 May 2013 \| Published: 01 May 2013 TOPICS: Cloud Computing \| Cloud Management \| Data Center Design \| Data Center Infrastructure Efficiency \| Data Center Management \| IT Management \| IT Management Services \| IT Service Management \| ITIL \| Service Level Management

3 Common Pitfalls to SLM—And How to Avoid Them sponsored by CA Nimsoft WHITE PAPER: Access this essential resource to uncover the three major pitfalls in service level management and detailed advice for avoiding these roadblocks when deploying and managing your cloud services. Posted: 05 Mar 2013 \| Published: 05 Mar 2013 TOPICS: Cloud Computing \| Cloud Management \| Data Center Management \| IT Management \| IT Management Services \| IT Service Management \| IT Services \| Service Level Management

Be a multi-sourced IT services broker sponsored by Hewlett-Packard Company WHITE PAPER: Access this white paper to learn about an advanced service integration and management (SIAM) model that can help reduce the costs and complexities of global multi-supplier IT environments. Discover key advice for becoming a successful IT service broker. Posted: 28 Feb 2013 \| Published: 28 Feb 2013 TOPICS: Cloud Computing \| Cloud Management \| IT Asset Management \| IT Management \| IT Management Services \| IT Service Management \| Portfolio Management (IT Management) \| Service Level Management

Database as a Service: Reference Architecture - An Overview sponsored by ORACLE APAC WHITE PAPER: This resource introduces and defines the concept of Database as a Service (DBaaS). Inside, discover how this approach to database delivery can help you reduce costs, improve service levels, and more. Posted: 28 Feb 2013 \| Published: 30 Sep 2011 TOPICS: Business Process Management \| Data Management \| Database Administration \| Database Architectures \| Database Management \| Database Management Software \| Database Performance Management \| Databases \| Information Management \| Oracle (Product) \| Service Level Management

CA Nimsoft Monitor for servers sponsored by CA Nimsoft WHITE PAPER: Learn more about an advanced server monitoring tool that provides a complete view of your core server resources in a single, easy-to-use console. Learn more about how this next-gen platform enables centralized management of remote processes and services for a wide variety of server configurations. Posted: 28 Feb 2013 \| Published: 28 Feb 2013 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Infrastructure Management \| Server Management \| Server Virtualization \| Service Level Management \| Virtual Machine Monitor

Software Education Series Part One: A Guide to Service Catalogues sponsored by Cherwell WHITE PAPER: This white paper offers key insight into how you can create a service catalogue, and even provides an easy-to-use service catalogue template. Read now to learn why a properly implemented service catalogue will not only benefit your business, but your customers as well. Posted: 25 Jan 2013 \| Published: 23 Jan 2013 TOPICS: CIOs \| IT Best Practices \| IT Consulting Services \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services \| Service Creation Tools \| Service Level Management

7 Stages of IT Monitoring Grief sponsored by Zenoss, Inc. WHITE PAPER: Download this eBook to find out where you are in the 7 Stages of IT Monitoring Grief and how you can put a stop to the endless cycle of the IT monitoring challenge. Posted: 18 Jan 2013 \| Published: 18 Jan 2013 TOPICS: Cloud Computing \| Converged Networks \| IT Management \| Network Infrastructure \| Network Managers \| Network Monitoring \| Network Performance \| Networking \| Server Management \| Service Level Management

Best Practices for Agile Change and Release Management sponsored by SERENA Software, Inc. WHITE PAPER: In order for businesses to remain competitive, they have to deliver innovative applications and service that surpass their competitors and are often the representation of their business. View this resource to learn how you can streamline processes for both your development and operations teams. Posted: 29 Nov 2012 \| Published: 29 Nov 2012 TOPICS: Application Development \| Change Management \| Service Level Management

Enjoy a secure, reliable, lower-cost server environment with Server Management Services sponsored by Hewlett-Packard Limited WHITE PAPER: Access this exclusive resource to learn how this new approach to service management will improve productivity and uptime while lowering server costs. Posted: 16 Nov 2012 \| Published: 31 Aug 2012 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| Server Appliances \| Server Consolidation \| Server Management \| Server Provisioning \| Server Virtualization \| Service Level Management

Why ITIL® is Important sponsored by Global Knowledge WHITE PAPER: Discover what the Information Technology Infrastructure Library (ITIL) is and what benefits your organization can gain from leveraging this set of best practices, such as improved service delivery and increased agility. Posted: 16 Apr 2012 \| Published: 16 Apr 2012 TOPICS: Best Practices \| Change Management \| IT Management \| IT Service Management \| IT Services \| ITIL \| Service Level Management

Quantifying the Value of Investments in HP Cloud Service Automation sponsored by Hewlett-Packard Company WHITE PAPER: Read this white paper to find best practices for creating a successful cloud strategy for public, private, on-premise and hybrid infrastructures and applications. Learn how to plan, deploy, automate, cost-effectively manage, and ensure the security of your cloud environment. Posted: 20 Mar 2012 \| Published: 31 Aug 2009 TOPICS: Application Monitoring \| Application Performance Management \| Cloud Computing \| Cloud Management \| Cloud Security \| Hybrid clouds \| IT Service Management \| Private cloud computing \| Public cloud computing \| Service Level Management

Seagate drives effective oversight of cloud computing sponsored by Hewlett-Packard Limited WHITE PAPER: Transitioning mission critical email service from an internal platform to a third party cloud can be very beneficial, but it also comes with some risks. Read this white paper to learn how leveraging automated monitoring and collected data can enhance service, application, and infrastructure agility. Posted: 19 Dec 2011 \| Published: 19 Dec 2011 TOPICS: Application Performance Management \| Cloud Computing \| Cloud Management \| Data Center Infrastructure Efficiency \| Email Management \| IT Infrastructure \| Service Level Management

Creating the hybrid organisation: Making public and private sector organisations relevant in the new economy sponsored by ComputerWeekly.com WHITE PAPER: This paper aims to explore the role and relevance of organisations in a future defined by economic uncertainty, changing workforce demographics, globalisation and rapid developments in social and business technologies. Posted: 24 Oct 2011 \| Published: 15 Jun 2010 TOPICS: Economic Environment \| Service Level Management

IT Service Management: Optimizing IT performance and delivered business value sponsored by ComputerWeekly.com WHITE PAPER: As enterprises expect and demand more from their IT and the organizations that provide it, IT functions need management frameworks and enabling technologies to help to deliver high quality IT services and cost efficiencies, to demonstrate delivered business value, and to increase IT-to-business alignment or integration. Posted: 24 Oct 2011 \| Published: 28 Jun 2010 TOPICS: ITIL \| Service Level Management

Inventory Optimization for the Consumer Products Industry sponsored by IBM WHITE PAPER: Access this resource to discover an inventory optimization strategy that improves service levels and reduces working capital costs through improved inventory planning, adjusts inventory levels through tested planning methods, and facilitates coordinated inventory planning for the entire consumer products supply chain. Posted: 18 May 2012 \| Published: 01 May 2012 TOPICS: Consumer Market \| Customer Service Best Practices \| ERP \| Inventory Management \| Inventory Management Software \| Service Level Management \| Supply Chain Management

Service Virtualization: Reduce the time and cost to develop and test modern, composite applications sponsored by Hewlett-Packard Company WHITE PAPER: Read this white paper to learn how developers and testers can leverage service virtualization to reduce software business risk, minimize delays, increase software quality, meet SLAs for performance and quality, maximize team productivity, and support globalization. Posted: 27 Mar 2012 \| Published: 30 Sep 2011 TOPICS: Application Development \| Application Integration \| Application Performance Management \| Composite Applications Software \| Functional Testing \| Performance Testing \| Service Level Management \| SLA \| Software Development Tools \| Software Quality Assurance \| Software Testing \| Web Services Management

VMware: Virtualizing Your Infrastructure Just Got Easier sponsored by VCE WHITE PAPER: Concerns about migration downtime, security, and application service level maintenance have kept many organizations from virtualizing their infrastructure. Read this paper to discover how a converged infrastructure platform can bring you all the benefits of virtualization without the risks typically associated with an implementation. Posted: 15 Feb 2012 \| Published: 15 Feb 2012 TOPICS: Application Infrastructure \| Application Performance Management \| Application Server Hardware \| Application Server Software \| High Availability \| Infrastructure as a Service (IaaS) \| Infrastructure Management \| Server Consolidation \| Server Virtualization \| Service Level Management \| Storage Virtualization \| Virtualization Security

VCE and VMware: Virtualizing Your Infrastructure Just Got Easier sponsored by VCE WHITE PAPER: Concerns about migration downtime, security, and application service level maintenance have kept many organizations from virtualizing their infrastructure. Read this paper to discover how a converged infrastructure platform can bring you all the benefits of virtualization without the risks typically associated with an implementation. Posted: 15 Feb 2012 \| Published: 15 Feb 2012 TOPICS: Application Infrastructure \| Application Performance Management \| Application Server Hardware \| Application Server Software \| Data Center Design \| High Availability \| Infrastructure as a Service (IaaS) \| Infrastructure Management \| Server Virtualization \| Service Level Management \| Storage Virtualization \| Virtualization Security

Five Steps to Successful Integrated Cloud Management sponsored by Hewlett-Packard Company WHITE PAPER: Read this brief white paper to learn about the benefits your peers are enjoying by expanding their cloud integration, such as faster application provisioning, higher service levels, improved business relationships, and more. Posted: 25 Jan 2012 \| Published: 25 Jan 2012 TOPICS: Application Development \| Applications Management \| Cloud Computing \| Cloud Management \| Infrastructure Management \| Integrated Development Environments \| Service Level Management

FIVE THINGS YOUR IT TEAM NEEDS TO KNOW ABOUT MONITORING MOBILE APPLICATIONS sponsored by Hewlett-Packard Company WHITE PAPER: Mobile applications are radically altering the way businesses operate and how they interact with their employees and customers. Read this paper to learn performance management techniques that will allow you to confidently provide the same high level of service for mobile applications that your legacy applications now deliver. Posted: 22 Dec 2011 \| Published: 31 Oct 2011 TOPICS: Application Monitoring \| Application Monitoring Software \| Application Performance Management \| Application Performance Management Software \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Service Level Management

The Total Economic Impact of CA Technologies’ Business Service Insight Solution sponsored by CA Technologies. WHITE PAPER: Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more. Posted: 08 Dec 2011 \| Published: 07 Dec 2011 TOPICS: Customer Retention \| Customer Satisfaction \| IT Service Management \| Metrics \| Productivity \| Service Level Management \| SLA \| SLA Management Services

PGI halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies sponsored by CA Technologies. WHITE PAPER: Keeping up to date with the latest technology is crucial to maintain a competitive edge but with lengthly IT provisioning processes can delay the time-to-market for customer products. Read this white paper to learn how one company created a cloud-based approach that facilitated business growth by cutting costs and increasing services quality. Posted: 02 Dec 2011 \| Published: 02 Dec 2011 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Customer Service \| Infrastructure Services \| IT Infrastructure \| Service Level Management

Cisco Tidal Assessment Service for SAP Performance sponsored by Cisco Systems, Inc. WHITE PAPER: Read this paper to discover how to improve overall application functioning by identifying and remediating performance issues and hidden pain points throughout your SAP environment. Posted: 23 Nov 2011 \| Published: 31 Dec 2010 TOPICS: Application Monitoring \| Application Performance Management \| Application Performance Management Software \| Application Portfolio Management \| Application Service Providers \| Performance Testing \| Service Level Management

The Critical Role of the Network in Supporting Cloud-Based Solutions sponsored by Cisco Systems, Inc. WHITE PAPER: This paper focuses on how a communication service provider (CSP) can leverage the investment it has made in deploying a next generation network (NGN) to capitalize on the growing market for Software-as-as-Service (SaaS) solutions. Posted: 23 Nov 2011 \| Published: 23 Nov 2011 TOPICS: Cloud Computing \| Cloud Management \| Communications Networks \| Infrastructure as a Service (IaaS) \| NGN \| Service Level Management \| SLA \| SLA Management Services \| Software as a Service

Cloud computing insights from 110 implementation projects sponsored by IBM WHITE PAPER: Considering implementing cloud? See how other companies have approached cloud with the results of this IBM Academy of Technology survey. Posted: 15 Nov 2011 \| Published: 15 Nov 2011 TOPICS: Cloud Computing \| Cloud Management \| Data Center Infrastructure Efficiency \| Data Center Management \| IT Infrastructure \| Service Level Management

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SERVICE LEVEL MANAGEMENT DEFINITION (continued): … established time limit.There are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as:Missed opportunities (counted against the service level)Ignored (unavoidable and a part of doing business)Completed (where the caller would have been serviced properly without a premature abandonment of the call when the wait time is reasonably short).Learn more about service level agreements:Negotiating service-level agreements and billing with cloud providers.SaaS evaluation: Considerations for a SaaS service-level agreement …
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