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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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VNTT creates climate of business innovation with IBM cloud solution
sponsored by IBM
CASE STUDY: Follow one organization as they launch their cloud service platform built on the latest IBM system software and blade servers for cost-effective, efficient delivery of cloud services.
Posted: 06 May 2013 | Published: 06 May 2013

IBM

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

Hewlett-Packard Company

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

CA Nimsoft

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

Hewlett-Packard Company

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

ORACLE APAC

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

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

Cherwell

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

Zenoss, Inc.

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

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

SERENA Software, Inc.

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

Hewlett-Packard Limited

Guide: Maximizing the Value of Cloud for Small-Medium Enterprises
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This guide from the Open Group, helps small and medium sized companies take advantage of cloud computing to develop their business.
Posted: 13 Jun 2012 | Published: 13 Jun 2012

ComputerWeekly.com

Thetrainline.com: Datacentre Transformation
sponsored by ComputerWeekly.com
PRESENTATION: Josko Grljevic, IS Director of thetrainline.com, explains how he cut its IT costs dramatically by virtualising its data centre and moving IT services into the cloud.
Posted: 29 May 2012 | Published: 29 May 2012

ComputerWeekly.com

Domino’s Pizza:  Datacentre Transformation
sponsored by ComputerWeekly.com
PRESENTATION: Colin Rees, IT Director at Domino’s Pizza explains how a project to move the company data centre into the cloud has transformed its online business.
Posted: 29 May 2012 | Published: 29 May 2012

ComputerWeekly.com

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

Global Knowledge

Energizing your return on data investment - SOA as architecture for integration and infrastructure (Presentation Transcript)
sponsored by MuleSoft
PRESENTATION TRANSCRIPT: Read this transcript of internationally recognized service-oriented architecture (SOA) expert and thought leader, best-selling author of Enterprise Application Integration, and CTO and founder of the cloud consulting firm Blue Mountain Labs, David Linthicum's presentation on SOA as the single most valuable architectural basis for the cloud.
Posted: 15 Nov 2012 | Published: 15 Nov 2012

MuleSoft

SysAid IT Success Story: LG Electronics, Canada
sponsored by SysAid Technologies Ltd
CASE STUDY: This case study examines how LG Electronics deployed a new helpdesk solution that allowed them to manage, monitor, and prioritize all of their IT tasks on one powerful platform.
Posted: 06 Sep 2012 | Published: 06 Sep 2012

SysAid Technologies Ltd

Transforming Operations Management Through Service Assurance with EMC
sponsored by EMC Corporation
WEBCAST: This video describes the key capabilities of service assurance and how it can help your organization transform your operational management and ensure the availability and performance of your business applications and services.
Posted: 30 Aug 2012 | Premiered: Aug 30, 2012

EMC Corporation

Data Centre Operational Efficiency Best Practices
sponsored by IBM
RESEARCH CONTENT: In an effort to reduce costs and increase agility, many companies are taking steps to improve data centre efficiency. This white paper presents key findings from new data centre efficiency research and reveals tactics you can execute to optimise resource utilisation, improve service levels, and more.
Posted: 31 Jul 2012 | Published: 01 Apr 2012

IBM

Cloud SLAs: Defining the Right Requirements Up Front
sponsored by Hewlett-Packard Company
EGUIDE: This expert e-guide explores essential factors to consider when evaluating a cloud service provider. Discover what to look for and how to voice your requirements up front to ensure you get the most from your cloud environment.
Posted: 13 Jun 2012 | Published: 13 Jun 2012

Hewlett-Packard Company

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

IBM

Cloud Provider’s Wish List: The Need for Management and Reporting Tools
sponsored by Visual Network Systems
EGUIDE: Uncover the need for cloud service management and cloud monitoring tools for service providers in this E-Guide from SearchCloudProvider.com. Learn best practices associated with cloud service management, top challenges and solutions, and much more.
Posted: 26 Apr 2012 | Published: 26 Apr 2012

Visual Network Systems

Build the Intelligent, Integrated Enterprise
sponsored by Red Hat
WEBCAST: Watch this webcast to learn how to keep up with the ever-changing consumer demands for new and improved products and services. Discover technologies that can help you build an agile, responsive IT infrastructure so you're able to scale to changing needs and make more strategic business decisions.
Posted: 20 Apr 2012 | Premiered: Apr 20, 2012

Red Hat

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

Hewlett-Packard Company
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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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