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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 ManagementReports
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How is the "IT" in ITSM disappearing?
sponsored by FrontRange Solutions Inc.
VIDEO: Why is the IT in ITSM disappearing before our eyes? Jonathan Temple, President and CEO of FrontRange, introduces a solution that paves the way for automation with service management to work across the enterprise.
Posted: 22 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

The Rise of EMM Integrationi in the Mobile World
sponsored by FrontRange Solutions Inc.
VIDEO: Learn about the impact of EMM integration, as well as how mobility and the security desk affect every enterprise in this world.
Posted: 22 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

The Future of the Service Desk Management
sponsored by FrontRange Solutions Inc.
VIDEO: In this video, discover where we will be in 5 years in terms of modern service desk management. Watch now to learn why customers are going to demand an efficient solution in service desk management.
Posted: 22 Jul 2014 | Premiered: 30 Jan 2014

FrontRange Solutions Inc.

Case Study University of North Texas
sponsored by FrontRange Solutions Inc.
WHITE PAPER: This white paper introduces an ITSM solution that utilises the cloud, and gets rid of infrastructure management.
Posted: 21 Jul 2014 | Published: 21 Jul 2014

FrontRange Solutions Inc.

University of North Texas System Debuts IT Shared Services in the Cloud
sponsored by FrontRange Solutions Inc.
WHITE PAPER: This white paper introduces an ITSM solution that utilises the cloud, and gets rid of infrastructure management.
Posted: 18 Jul 2014 | Published: 18 Jul 2014

FrontRange Solutions Inc.

IT Services Co. Moves to the Cloud, Transforms Service Delivery
sponsored by Hewlett-Packard Company
CASE STUDY: NNIT, a Danish IT services provider, wanted to lower operating costs, automate processes, and create new value-added services. While traditionally the go-to for these goals is outsourcing, NNIT had other ideas. View this brief case study to learn why NNIT chose a cloud environment over outsourcing to a lower-cost environment.
Posted: 09 Jun 2014 | Published: 31 Aug 2012

Hewlett-Packard Company

New Revenue and Profit Opportunities for Service Providers
sponsored by N-able Technologies
WHITE PAPER: This white paper outlines the trends driving global demand for managed services and why becoming a managed service provider (MSP) can help your business strategy.
Posted: 26 Feb 2014 | Published: 26 Feb 2014

N-able Technologies

CW Special Report on CA Technologies
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This 9 page special independent report from Computer Weekly, updated for 2014, gives you the facts on CA, its strategy, products and services and financial performance.
Posted: 10 Feb 2014 | Published: 10 Feb 2014

ComputerWeekly.com

Gartner: Time to rethink backup procedures
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and storage managers can realise cost savings and improve their use of backup infrastructure by rethinking their back-up procedures, says Gartner analyst Dave Russell.
Posted: 04 Feb 2014 | Published: 04 Feb 2014

ComputerWeekly.com

Gartner: What CIOs should know about cloud‑based customer service
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner.
Posted: 25 Nov 2013 | Published: 25 Nov 2013

ComputerWeekly.com

Get the Whole Picture: Why Most Organizations Miss User Response Monitoring-and What to Do about It
sponsored by CA Technologies.
WHITE PAPER: This white paper underscores the importance of user response monitoring and explores three reasons why many organizations fail to capture this critical insight. Discover the capabilities and characteristics to look for as you evaluate your options and gain insight into  use cases where your monitoring solution will prove especially valuable.
Posted: 31 Jul 2013 | Published: 31 Dec 2013

CA Technologies.

The Complete Guide to Monitoring Virtualized Environments
sponsored by CA Technologies.
WHITE PAPER: This e-book details the new complications that come with virtualisation and offers seven best practices for handling them.
Posted: 31 Jul 2013 | Published: 01 Aug 2013

CA Technologies.

5 Ways That MSPs Can Capitalize on Cloud Opportunities
sponsored by ConnectWise
WHITE PAPER: This insightful white paper details how MSPs can ensure the continued success of their businesses as the popularity of cloud computing continues to grow by offering the kind of indispensible personalized support to their clients that cloud giants can't provide.
Posted: 22 Jul 2013 | Published: 22 Jul 2013

ConnectWise

Business Plan Blueprint: Turn Your Dreams Into Actionable Goals
sponsored by ConnectWise
WHITE PAPER: This eBook and planning worksheet will walk your through the steps to creating a winning business plan and change the way you look at your business immediately!
Posted: 19 Jul 2013 | Published: 19 Jul 2013

ConnectWise

CW Buyer's Guide: Client Computing
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: Computer Weekly looks at Windows 8 and the complexities of mobile working, the benefits to the business of an enhanced user experience and the shift from the 9-to-5 office desk to IT delivered over a variety of devices, anytime, anywhere.
Posted: 03 Jun 2013 | Published: 03 Jun 2013

ComputerWeekly.com

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

CA Nimsoft

Maximising automation and the industrialisation of IT
sponsored by ComputerWeekly.com
ANALYST REPORT: This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.
Posted: 18 Feb 2013 | Published: 05 Dec 2012

ComputerWeekly.com

Gartner: Best practices for I&O for cloud-readiness
sponsored by ComputerWeekly.com
ANALYST BRIEF: Gartner analysts explain how Infrastructure and Operations (I&O) teams can best prepare for the cloud.
Posted: 14 Jan 2013 | Published: 14 Jan 2013

ComputerWeekly.com

CA Business Service Insight for Service Level Management
sponsored by CA Technologies.
WHITE PAPER: This white paper details an automated service level management solution that will save on cost and improve customer relations.
Posted: 15 Nov 2013 | Published: 18 Nov 2011

CA Technologies.

How to Drive ROI From Service Performance:Examining The Cost Benefits of Automated Service Level Management
sponsored by CA Technologies.
WHITE PAPER: This white paper details the value of service level management and explains three best practices to drive ROI.
Posted: 14 Nov 2013 | Published: 14 Nov 2013

CA Technologies.

CA Service Management Blog
sponsored by CA Technologies.
RESOURCE: This resource provides you with blogs from your service management peers on driving home the importance of building a strategy to applying best practices with ITIL in realizing real world, practical implementations.
Posted: 30 Aug 2013 | Published: 30 Aug 2013

CA Technologies.

Service Management: Taking Business to the Next Level
sponsored by LabTech Software
EGUIDE: In this e-guide, gain essential knowledge of recent developments around IT services. Read on to learn why success entails more than delivering snazzy services, and why enterprise architects are working to bring SOA and master data management (MDM) efforts together.
Posted: 30 Aug 2013 | Published: 30 Aug 2013

LabTech Software

How are Software as a Service technologies impacting the IT landscape?
sponsored by CA Technologies.
EGUIDE: Software as a Service (SaaS) is rapidly changing the IT landscape, yet brings many issues that must be addressed. This expert FAQ guide discusses how to tackle many daunting SaaS challenges for IT management and provides insight into optimal SaaS monitoring.
Posted: 23 Aug 2013 | Published: 23 Aug 2013

CA Technologies.

Gartner Outsourcing & Strategic Partnerships Summit 2013
sponsored by Gartner
BROCHURE: The Gartner Outsourcing & Strategic Partnerships Summit 2013 this September allows you to rethink your outsourcing strategies and discuss best practices with your peers to help you achieve the most from your outsourcing efforts.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

Gartner

Realizing integrated interconnected service chain
sponsored by IBM
WHITE PAPER: Access this resource to explore how multi-sourcing and the cloud are changing the role of IT, and how you can realize an integrated, dynamic service chain that benefits the whole enterprise.
Posted: 17 Jul 2013 | Published: 30 Jun 2012

IBM
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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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