SLA White Papers ( Service Level Agreements, SLAs ) Software Downloads, Definition and Webcasts

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Dec 3, 2009

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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 Reports
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Using SLAs to Gain a Competitive Advantage sponsored by Blue Coat ANALYST REPORT: This whitepaper will discuss these managed service trends and challenges, and will identify the steps to success to meet customers. Escalating application and security requirements. Posted: 26 Jun 2009 \| Published: 26 Jun 2009 TOPICS: Application Performance Management \| Application Performance Management Software \| Applications Management \| Managed Security Services \| Security Management \| SLA

Analyzing the Total Cost of a Global Service Desk sponsored by CompuCom Systems, Inc. WHITE PAPER: Do you know what it really costs to operation your Service Desk? If your organization has not addressed Total Cost of Ownership, you are probably experiencing out-of-control cost increases and reduced service quality for end-user support. Read this white paper to learn about CompuCom's Service Desk solution. Posted: 22 Jun 2009 \| Published: 22 Jun 2009 TOPICS: Best Practices \| Business Intelligence \| Customer Satisfaction \| Economic Environment \| IT Spending \| Service Level Management \| SLA \| Strategic Planning \| TCO

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: 17 Jun 2009 TOPICS: Application Life-Cycle Management \| Business Process Automation \| Change Management \| Configuration Management \| IT Service Management \| IT Services \| ITIL \| Portfolio Management (IT Management) \| Service Level Management \| SLA \| SLA Management Services \| SOA \| SOA Governance

Merging Backup and Disaster Recovery (DR) Processes sponsored by FalconStor Software WHITE PAPER: This paper describes how continuous data protection (CDP) technology can bridge various DR methodologies to help organizations overcome the challenges of tape and achieve maximum benefits from their IT investments. Posted: 16 Jun 2009 \| Published: 16 Jun 2009 TOPICS: Backups \| Continuous Data Protection \| Data Replication \| Disaster Recovery \| IT Spending \| Remote Backups \| RPO \| SLA \| Storage Infrastructure \| Tape Backups \| Virtual Tape Libraries \| WAN

ESG Brief: FalconStor VTL Hyper-Accelerates Backup sponsored by FalconStor Software ANALYST BRIEF: Even with the addition of a virtual tape library (VTL) solution to the backup environment, performance bottlenecks caused by inefficiencies on the host side of the backup process remain a challenge. This can now be addressed with an add-on to FalconStor VTL that accelerates backups four to eight-fold and reduces impact on production servers. Posted: 16 Jun 2009 \| Published: 16 Jun 2009 TOPICS: Backups \| Data Recovery \| Data Storage \| iSCSI SAN \| SLA \| Storage Management \| Storage Virtualization \| Virtual Tape Libraries

Evaluating the Advantages and Pitfalls of SAP Managed Hosting sponsored by Freudenberg IT WEBCAST: In this webcast, you will learn what to look for in an SAP managed hosting provider -- including how to determine your organization's requirements and how to evaluate potential providers. Posted: 16 Jun 2009 \| Premiered: 16 Jun 2009 TOPICS: Application Infrastructure Providers \| Application Outsourcing \| Data Centers \| Hosting Services \| IT Infrastructure \| IT Services \| SAP (Product) \| SLA \| SLA Management Services \| Systems Management Services

Selecting a SAP Managed Hosting Provider: Trends and Myths sponsored by Freudenberg IT PODCAST: Bill Martorelli, principal analyst for Forrester Research, discusses trends in the SAP managed hosting arena, myths about SAP managed hosting, and gives advice on creating RFPs and negotiating SLAs. Posted: 16 Jun 2009 \| Premiered: 16 Jun 2009 TOPICS: Application Infrastructure Providers \| Application Outsourcing \| Data Centers \| Economic Environment \| Hosting Services \| IT Infrastructure \| Market Trends \| Request for Proposals \| SAP (Product) \| SLA \| SLA Management Services

Putting Open Source to the Test: The Making of JBoss Enterprise Middleware sponsored by JBoss, a Division of Red Hat WHITE PAPER: This paper is intended primarily for senior IT managers responsible for enterprise architecture, application development, and application operations. Managers evaluating middleware solutions will gain a deeper understanding of how JBoss Enterprise Middleware products are developed and why they offer an ideal platform for the development... Posted: 02 Jun 2009 \| Published: 02 Jun 2009 TOPICS: Application Development \| Application Server Software \| Enterprise Architectures \| ISVs \| IT Managers \| Middleware \| Open Source \| SLA

Differentiating With Technical Support, a JBoss Customer Support Study sponsored by JBoss, a Division of Red Hat WHITE PAPER: Strategic organizations are increasingly looking for ways to lower the total cost of ownership (TCO) of their technology assets while improving the return on their investment. In this white paper, you will discover how expert customer support services can have a dramatic impact on both as you explore the success of JBoss middleware technology. Posted: 02 Jun 2009 \| Published: 02 Jun 2009 TOPICS: Application Development \| Customer Loyalty \| Enterprise Applications Software \| Middleware \| Open Source \| ROI \| SLA \| SOA \| TCO

Five CIO Challenges Addressed by Better Change Management sponsored by IBM WHITE PAPER: In today's fast-paced, highly competitive world, change is inevitable. This white paper addresses five of the most important change management challenges that CIOs have to meet and how organizations can turn these challenges into a business advantage. Posted: 29 May 2009 \| Published: 29 May 2009 TOPICS: Change Management \| Compliance Best Practices \| ITIL \| Lotus Notes \| Reporting Software \| Six Sigma \| SLA \| SOA \| TCO \| Web Services

MessageStats Version 6.5.1 - Exchange Server Reporting and Analysis sponsored by ScriptLogic Corporation TRIAL SOFTWARE: MessageStats simplifies management of Exchange helping IT administrators to improve performance, increase efficiencies and plan for capacity requirements. Posted: 15 Apr 2009 \| Published: 15 Apr 2009 TOPICS: Capacity Planning \| Compliance Best Practices \| Messaging Security \| Microsoft Exchange \| Network Management \| Network Monitoring \| Network Monitoring Software \| RAS (Reliability, Availability, Serviceability) \| Reporting Software \| Server Accelerators \| Server Management \| SLA

CRM Built for Customer Service: The Executive Guide to Selecting CRM that Meets Service Needs sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This paper explores core principles companies can use to help them select a CRM system. Posted: 20 Feb 2009 \| Published: 20 Feb 2009 TOPICS: CRM \| Customer Service \| Data Management \| Marketing \| Sales \| SLA \| Switching \| User Experience

Sharepoint E-Zine Volume 6: How to Control Workflow Behavior with Custom Lists sponsored by SearchWinIT EZINE: Learn how to integrate change management into a document library using SharePoint's own framework. Posted: 19 Jan 2009 \| Published: 19 Jan 2009 TOPICS: Best Practices \| Business Intelligence \| Change Management \| Document Management \| Server Management \| Server Software \| SLA \| Software Development Tools

Building a Data Quality Scorecard to Achieve Data Governance sponsored by DataFlux Corporation WEBCAST: Operational data governance is the manifestation of the actionable processes and protocols necessary to ensure that an acceptable level of confidence in the data effectively satisfies the organization's business needs. Posted: 06 Jan 2009 \| Premiered: 06 Jan 2009 TOPICS: Business Intelligence \| Data Governance \| Data Integration \| Data Mirroring \| Data Quality \| SLA

Observing Data Quality Service Level Agreements: Inspection, Monitoring, and Tracking sponsored by DataFlux Corporation WHITE PAPER: This paper discusses how implementing a DQ SLA via formalized processes can transform data quality management from a constant "fire-fighting" mode to a more consistent, proactive approach. Posted: 05 Jan 2009 \| Published: 05 Jan 2009 TOPICS: Data Collection \| Data Governance \| Data Quality \| Quality Control \| SLA

eGuide: Meshing Virtual Machine and Physical Systems Management sponsored by Dell and Microsoft EGUIDE: This paper explains, how to provide adequate network redundancy and isolation, adaptive automation practices for high availability and the best tools to eliminate separate virtual and physical management structures. Posted: 17 Dec 2008 \| Published: 17 Dec 2008 TOPICS: Change Management \| Configuration Management \| IT Managers \| Networking \| Server Virtualization \| SLA \| Systems Management \| VLAN \| VMware

Qos: What Is It? Why Do We Need It? sponsored by Global Knowledge WHITE PAPER: QoS can be used in converged networks to provide voice packets priority access to resources, or it can be used to differentiate data packets from different application stream and provide access to resources according to policy. Posted: 10 Dec 2008 \| Published: 10 Dec 2008 TOPICS: Business Intelligence \| FTP \| QOS \| Quality Control \| SLA \| VoIP \| WAN

A Guide to Diagnosing .Net Application Errors sponsored by AVIcode, Inc. WHITE PAPER: This white paper offers a guide for effectively diagnosing .Net application health problems, code failures and performance bottlenecks. Posted: 19 Nov 2008 \| Published: 19 Nov 2008 TOPICS: .NET \| Application Monitoring \| Application Monitoring Software \| Application Performance Management \| Application Performance Management Software \| Data Protection \| Load Balancing \| Operations Manager \| Security \| Service Level Management \| SLA \| Software Quality Assurance

Performance Assurance Lifecycle for Virtual Infrastructures sponsored by VKernel WHITE PAPER: Read this paper to learn how the Performance Assurance Lifecycle eliminates performance and financial risks, taking the data center from 15-20 percent virtualized to 70-100 percent. Posted: 14 Nov 2008 \| Published: 14 Nov 2008 TOPICS: Data Centers \| IT Infrastructure \| Memory \| Performance Testing \| ROI \| Server Virtualization \| SLA \| Systems Management

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability sponsored by SAP AG WHITE PAPER: The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. Posted: 17 Sep 2008 \| Published: 17 Sep 2008 TOPICS: Business Intelligence \| Call Centers \| CRM \| Customer Data Management \| Customer Service \| SLA

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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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