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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  … 
Definition continues below.
Service Level Management Reports
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Private Cloud E-Zine Volume 2
sponsored by SearchCloudComputing.com
EZINE: This expert e-zine discusses best practices for implementing and managing a private cloud in your enterprise. Gain insights on the complexities the cloud introduces,how to overcome them and the key steps to take to successfully build your private cloud. In addition, learn about advanced tools that can help ease your extensive transition.  
Posted: 09 Feb 2012 | Published: 09 Feb 2012

SearchCloudComputing.com

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

Hewlett-Packard Company

Cloud Planning and Design: Your Road Map to Success, with Eric Blum
sponsored by BMC-Accenture
PODCAST: If you haven’t already moved to the cloud, it’s time to consider doing so. The global cloud computing market is predicted to increase dramatically. Yet while the pressure is on to join the massive rush to the cloud, doing so without thoughtful planning can create problems. Learn how cloud planning and design can lead to greater success.
Posted: 13 Jan 2012 | Premiered: 13 Jan 2012

BMC-Accenture

IT Transparency: Key to Agility and Business Alignment
sponsored by CA Technologies.
WHITE PAPER: This white paper reveals common negative perceptions of IT and discusses 4 key metrics that can provide you with greater insight into your resource consumption. Learn how to make use of this information to align your budget and resources with critical business requirements.
Posted: 13 Jan 2012 | Published: 13 Jan 2012

CA Technologies.

‘Service-centric’ Server Monitoring
sponsored by Nimsoft, Inc.
WHITE PAPER: Access this white paper to learn how to identify server monitoring solutions that can easily adapt availability and service quality measures for a myriad of server configurations.
Posted: 05 Jan 2012 | Published: 05 Jan 2012

Nimsoft, Inc.

Pragmatic ITIL: Bridging the Gulf between Theory and Practice
sponsored by Nimsoft, Inc.
WHITE PAPER: While the consensus around the benefits of ITIL is virtually universal, ITIL initiatives run the gamut – both in terms of costs and benefits. Learn how your service management platform can play a huge role in the degree to which you realize the potential benefits of ITIL in your organization.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

Optimizing Service Desk Value
sponsored by FrontRange Solutions Inc.
WHITE PAPER: In this white paper, learn how service management that includes incident, problem, and change management allows you to provide more proactive service that increases efficiencies and lower costs.
Posted: 23 Dec 2011 | Published: 23 Dec 2011

FrontRange Solutions Inc.

Service Desk to Service Management  - IT Service Management Strategies for Success
sponsored by FrontRange Solutions Inc.
WHITE PAPER: Access this resource for insights to help ease the transformation from service desk to service management, including the 4 requirements for an effective IT Service Management (ITSM) platform, how to develop a holistic governance framework to minimize compliance costs, and the underlying principles of the newest version of ITIL (ITIL V3).
Posted: 21 Dec 2011 | Published: 21 Dec 2011

FrontRange Solutions Inc.

IT Innovation  - IT Service Management Strategies for Success
sponsored by FrontRange Solutions Inc.
WHITE PAPER: Learn about unifying PC lifecycle management and IT service management, and how your service catalog, configuration management database (CMDB), and service level management (SLM) comprise the 3-legged stool that establishes IT as a strategic business partner.
Posted: 21 Dec 2011 | Published: 21 Dec 2011

FrontRange Solutions Inc.

Get Speed and Agility by Enabling ITaaS
sponsored by Cisco Systems, Inc.
WHITE PAPER: This white paper explains how the concept of IT-as-a-Service emerged over time and offers exclusive advice to help organizations embrace it. Find out how the cloud fits into the service landscape and discover the essential building blocks required to enable this new IT model.
Posted: 13 Dec 2011 | Published: 13 Dec 2011

Cisco Systems, Inc.

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

CA Technologies.

Tackling the five greatest challenges of cloud service sprawl
sponsored by CA Technologies.
WHITE PAPER: The increased use of outsourcing and cloud computing coupled with the rising complexity of internal services have all made the ability to manage IT services—both those provided in-house and outsourced—central to business success. Inside this white paper, learn how to effectively manage IT services for optimal business support.
Posted: 08 Dec 2011 | Published: 08 Dec 2011

CA Technologies.

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

CA Technologies.

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: 08 Dec 2011

CA Technologies.

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

IBM

Traffic Valuation and Prioritization with Riverbed Stingray Traffic Manager
sponsored by Riverbed Technology, Inc.
WHITE PAPER: Every company wants to maximize its network resources, but doing so can be tough when struggling with traffic floods, malicious users, or underperforming applications.  Riverbed® Stingray™ Traffic Manager helps guarantee service levels for your important users by prioritizing key transactions and much more.
Posted: 09 Nov 2011 | Published: 09 Nov 2011

Riverbed Technology, Inc.

Achieve Workforce Continuity and Keep Your Business Running – No Matter What
sponsored by Citrix
WHITE PAPER: Unplanned business disruptions come at a high cost.  In an emergency situation, desktop virtualization enables displaced workers to continue working from home, on any device – a tablet, a rented laptop, an old PC or a device they just purchased. Discover why desktop virtualization is a vital element of business continuity planning.
Posted: 03 Nov 2011 | Published: 03 Nov 2011

Citrix

Automating operations to reduce costs while improving service value
sponsored by Hewlett-Packard Company
WHITE PAPER: Learn how HP Operations Manager and HP Operations Orchestration can help you automate operations management to reduce operational costs and improve service quality.
Posted: 26 Oct 2011 | Published: 26 Oct 2011

Hewlett-Packard Company

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: 24 Oct 2011

ComputerWeekly.com

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: 24 Oct 2011

ComputerWeekly.com

SCA: Bringing Modern SOA Programming to Tuxedo
sponsored by Oracle Corporation
WHITE PAPER: This white paper describes a new programming model for Tuxedo based on Service Component Architecture (SCA). Learn more about SCA specifications and discover the various models available.
Posted: 07 Oct 2011 | Published: 07 Oct 2011

Oracle Corporation

IT Leaders Roundtable: Ensuring Application Performance
sponsored by CA Technologies.
WHITE PAPER: Emerging service delivery models are changing the nature of the application lifecycle. Cloud computing and managed services promise cost and flexibility benefits, but make the performance of applications dependent on services outside the enterprise.  Read on to learn how industry experts are addressing these challenges.
Posted: 18 Aug 2011 | Published: 18 Aug 2011

CA Technologies.

Think Business Services First: Integrating Application Performance and Infrastructure Management
sponsored by CA Technologies.
WHITE PAPER: Most application performance and infrastructure management teams remain isolated in silos that utilize niche solutions incapable of delivering the interdepartmental visibility needed to ensure the reliability of critical services. Learn how with an integrated solution, procedural changes become easier to achieve and IT can become more proactive.
Posted: 24 Jun 2011 | Published: 24 Jun 2011

CA Technologies.

The Critical Role of Infrastructure Management in Application Performance
sponsored by CA Technologies.
WHITE PAPER: For years, organizations have sought ways to effectively identify and resolve the problems affecting critical business applications and expedite a complete resolution. Learn how application performance management solutions can help companies grow profits, ensure customer satisfaction and maintain loyalty via end-to-end visibility and deep analysis.
Posted: 24 Jun 2011 | Published: 24 Jun 2011

CA Technologies.

The Forrester Wave: EnterpriseService Bus, Q2 2011
sponsored by Oracle Corporation
ANALYST REPORT: This Forrester’s Wave report provides an unbiased evaluation of the strengths and weaknesses of top ESB vendors across a range of criteria. This in-depth guide not only contains coverage of features, vendors and products, but also features real-world input from over 20 customers currently using the evaluated products.
Posted: 21 Jun 2011 | Published: 21 Jun 2011

Oracle Corporation
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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 … 
Service Level Management definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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