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Service Level Management

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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  … 
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Service Level ManagementWhite Papers (View All Report Types)
51 - 75 of 96 Matches Previous Page  | Next Page
New Data Protection Strategies
sponsored by IBM
WHITE PAPER: As the demands for data capacity and higher service levels grow, protecting corporate data becomes more challenging. Continuous Data Protection, as discussed in this white paper by Evaluator Group and IBM, can cost-effectively improve security with minimal impact to business.
Posted: 23 Jul 2010 | Published: 20 Jul 2008

IBM

Identify and Leverage Your Existing Service Life Cycles
sponsored by IBM
WHITE PAPER: This executive brief will illustrate the progression of service management since the 1990s, illuminate the hidden service life cycles and discuss how, once they are visible, we can start to make them work — to improve services and better align IT with business objectives.
Posted: 22 Jul 2010 | Published: 22 Jul 2010

IBM

ASG-Discovery and Dependency Mapping (ASG-DDM)™
sponsored by ASG Software Solutions
WHITE PAPER: Understanding which hardware and software components support which business systems is extremely difficult. For many years, the clipboard and spreadsheet appear to have been the tools of choice, with the result that many decisions were made based on outdated and inaccurate information. Read this paper to find out more.
Posted: 25 May 2010 | Published: 25 May 2010

ASG Software Solutions

Changing the Way Companies Run Their Data Centers
sponsored by Aperture - An Emerson Network Brand
WHITE PAPER: Aperture VISTA revolutionizes data center management with a suite of solutions that delivers a comprehensive, integrated view of enterprise data centers. Aperture VISTA solutions enable organizations to deliver the highest levels of reliable, efficient IT service that truly aligns with business objectives.
Posted: 22 Feb 2010 | Published: 22 Feb 2010

Aperture - An Emerson Network Brand

ASG's Business Service Portfolio™ Virtualization Management
sponsored by ASG Software Solutions
WHITE PAPER: Read this paper to learn how ASG’s BSP Virtualization Management allows you to continually optimize and monitor the performance health of your entire physical and virtual environment, in addition to discovering application dependencies and reducing VM sprawl.
Posted: 08 Feb 2010 | Published: 08 Feb 2010

ASG Software Solutions

Cloud Computing in Perspective
sponsored by BMC Software, Inc.
WHITE PAPER: Many CIOs recognize the power of cloud computing and are looking to implement the technology in their own IT realms. But with all the noise in the market about cloud computing, how do you know where to begin? Learn how to better improve service delivery to your business with cloud computing.
Posted: 26 Jan 2010 | Published: 26 Jan 2010

BMC Software, Inc.

The Fundamentals of a Successful Managed Services Practice
sponsored by N-able Technologies
WHITE PAPER: If you are a VAR, system integrator or IT service provider who's struggling to provide traditional IT services reactively to small and medium-sized businesses, this whitepaper offers to help you improve your business through managed services.
Posted: 02 Dec 2009 | Published: 01 Dec 2009

N-able Technologies

The Seven Major Obstacles on the Road to Managed Services
sponsored by N-able Technologies
WHITE PAPER: Virtually every IT services business is in the evaluation, planning or implementation phase of a managed services program, and yet very few manage to deliver true high-value services to their customers. This whitepaper discusses the major obstacles to becoming an MSP and how to overcome them so that your organization can enjoy the business benefits
Posted: 01 Dec 2009 | Published: 01 Dec 2009

N-able Technologies

Future-Proofing Your HP Business Critical Infrastructure: How Tukwila Might Just Force You to Rethink Everything
sponsored by Forsythe
WHITE PAPER: Read this whitepaper to learn how truly future-proofing your environment involves a comprehensive approach and engagement with newer technologies and methods, aligning them with overall best practices —and strengthening your ability to innovate.
Posted: 23 Nov 2009 | Published: 23 Nov 2009

Forsythe

Prepaid Loyalty: Fact or Fiction?
sponsored by Amdocs Management LTD
WHITE PAPER: Achieving customer loyalty is a business goal shared by virtually every service provider. Prepaid subscribers present a greater challenge because the business model has no contracts or commitments. This paper examines the business and marketing strategies that service providers can deploy to create and build loyalty among prepaid customers.
Posted: 17 Sep 2009 | Published: 17 Sep 2009

Amdocs Management LTD

Drive Your Enterprise with Event-Driven Scheduling
sponsored by Help/Systems
WHITE PAPER: Use Event Monitors to create an event-driven schedule for your enterprise using system events on your Windows, UNIX, and Linux servers to launch reactive jobs through Robot/SCHEDULE.
Posted: 17 Sep 2009 | Published: 17 Sep 2009

Help/Systems

Optimizing Exchange High Availability - A New Approach
sponsored by Marathon Technologies
WHITE PAPER: Businesses of all sizes are using the messaging and collaboration features of Microsoft Exchange to run critical business functions that if lost, can result in severe business disruption. Exchange and Exchange infrastructure components are analyzed in this paper to determine how they can be protected so you can achieve your SLA commitments.
Posted: 10 Sep 2009 | Published: 10 Sep 2009

Marathon Technologies

Optimizing Citrix XenApp High Availability - A New Approach
sponsored by Marathon Technologies
WHITE PAPER: Many businesses today are delivering applications to users as an on-demand service. This reduces the cost of application management and can improve application and data security. This white paper explores what availability really means, and how availability correlates to RTO and RPO baselines.
Posted: 10 Sep 2009 | Published: 10 Sep 2009

Marathon Technologies

Ensuring Web Service Quality for Service-Oriented Architectures
sponsored by Oracle Corporation
WHITE PAPER: This white paper discusses the testing challenges presented by Web services, and introduces best practices to ensure SOA application quality through the use of Oracle’s award-winning Web service testing solution, Oracle Application Testing Suite.
Posted: 10 Sep 2009 | Published: 12 Jun 2008

Oracle Corporation

Why You Should Take a Holistic Approach to ITIL and Service Support
sponsored by BMC Software, Inc.
WHITE PAPER: In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and...
Posted: 18 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Service Desk Consolidation Cuts Costs and Increases Service Quality
sponsored by BMC Software, Inc.
WHITE PAPER: The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits.
Posted: 18 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs
sponsored by BMC Software, Inc.
WHITE PAPER: Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”
Posted: 17 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Understanding ITIL® Service Portfolio Management: An Approach For Implementing Effective Service Lifecycle Management
sponsored by BMC Software, Inc.
WHITE PAPER: IT executives and their teams need a comprehensive and accurate view of IT services. A service catalog includes all relevant details about your services, including which service level agreements (SLAs) are associated with it, who is able to request it, how much it costs, and how to fulfill it. This paper describes the IT Infrastructure...
Posted: 17 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Tackle the Challenges of Virtualization Management
sponsored by BMC Software, Inc.
WHITE PAPER: Virtualization adds a whole new level of complexity to the IT infrastructure, introducing new challenges in every step of the process - from planning to configuration and management. Read how effective service management can help tackle the challenges of virtualization in this white paper from BMC Software.
Posted: 17 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Optimizing Virtual Environments Requires Self-Learning Performance Management
sponsored by Netuitive
WHITE PAPER: The explosive growth of virtualization is rapidly breaking down the connection between infrastructure and application performance. Learn how to thrive despite increasingly complex environments.
Posted: 10 Feb 2009 | Published: 10 Feb 2009

Netuitive

How to Produce an Actionable IT Service Catalog
sponsored by newScale, Inc.
WHITE PAPER: The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...
Posted: 07 Oct 2008 | Published: 07 Oct 2008

newScale, Inc.

Tackling Increasing SMF Data Volumes and Decreasing Resources in the Mainframe Environment
sponsored by CA Technologies.
WHITE PAPER: Read this paper to learn how the CA Mainframe Resource Management Suite helps fulfill the intricate information needs of today's enterprise IT infrastructure management environments, helping your IT professionals harness SMF metrics.
Posted: 28 Aug 2008 | Published: 28 Aug 2008

CA Technologies.

Service Level Management: On the Level
sponsored by Nimsoft, Inc.
WHITE PAPER: This paper explains an evolutionary approach to Service Level Management (SLM) that enables organizations at any stage of IT development to successfully implement SLM and begin contributing more to the business bottom line.
Posted: 15 Aug 2008 | Published: 15 Aug 2008

Nimsoft, Inc.

VOIP Infrastructure for the Evolving Enterprise: How to Control Costs, Mitigate Risk, and Ensure Service Levels in an Ever-Changing Network Environment
sponsored by NET Quintum
WHITE PAPER: There are significant differences in VoIP hardware functionality that affect the cost, risk and consumption of staff resources. This white paper outlines what to consider when selecting a VoIP gateway/switching solutio
Posted: 05 Jun 2008 | Published: 01 Mar 2008

NET Quintum

Optimizing the Business Outcomes of SOA
sponsored by Hewlett-Packard Company
WHITE PAPER: This research provides guidance to clients seeking a structured approach to planning and initiating the series of activities through the first, sensitive steps of the long journey to companywide SOA enablement.
Posted: 29 Apr 2008 | Published: 01 Jan 2007

Hewlett-Packard Company
51 - 75 of 96 Matches Previous Page    1 2 3 4    Next Page
 
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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