Service Level Management White Papers ( SLM) Software Downloads, Definition and Webcasts

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Nov 7, 2009

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Service Level Management
ALSO CALLED: SLM DEFINITION: Service-level management is the monitoring and management of the quality of service(QoS) of an entity's key performance indicators(KPIs). The key performance indicators range from coarse-grained availability and usage statistics to fine-grained entity-contained per-interaction indicators. Service level management involves comparing actual performance with pre-defined expectations, determining appropriate … Definition continues below.
Service Level Management Reports
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Atrion Enhances Managed Services and Boosts Profit Margins with Nimsoft sponsored by Nimsoft, Inc. CASE STUDY: Atrium needed help gaining end-to-end service level monitoring insights and finding a monitoring platform with a strategic vendor partnership that could help support business growth objectives. Read this case study to learn about the problems Atrion faced and how Nimsoft products helped them overcome those challenges. Posted: 04 Nov 2009 \| Published: 04 Nov 2009 TOPICS: IT Service Management \| IT Services \| Network Management \| Network Management Services \| Network Managers \| Network Monitoring \| Service Level Management

Ensuring High Service Levels in Cloud Computing: Keys to Effective Service Management sponsored by Nimsoft, Inc. WHITE PAPER: For many organizations, the move to cloud computing is imminent. This paper features a range of practical insights into some key issues your organization should be aware of. It looks at some of the most pressing challenges cloud computing presents in terms of service level management and offers tips for overcoming these obstacles. Posted: 04 Nov 2009 \| Published: 04 Nov 2009 TOPICS: Cloud Computing \| IT Service Management \| Network Management \| Network Monitoring \| Network Service Providers \| Service Level Management \| SLA \| SLA Management Services

Strategies for Modernizing IT, Reducing Costs, and Improving Operational Efficiency sponsored by BMC Software, Inc WHITE PAPER: To meet business demands for higher levels of performance and availability – all while adding services and reducing costs – IT has to modernize. A strong service assurance capability enabled by available Business Service Management (BSM) solutions can help you modernize IT and deliver compelling business benefits. Posted: 03 Nov 2009 \| Published: 03 Nov 2009 TOPICS: Business Intelligence \| Business Management \| Business Performance Management \| Business Process Management \| Business Service Management \| Service Level Management

Self-Service is Coming to IT Service Delivery…What You Need to Know sponsored by Surgient WEBCAST: User demand for infrastructure and services has increased at a much greater rate over the past few decades than IT resources available, thus causing an IT service delivery gap. Learn how Surgient's self-service platform can bridge that gap. Posted: 28 Oct 2009 \| Premiered: 28 Oct 2009 TOPICS: IT Infrastructure \| IT Services \| IT Spending \| Self-Service Applications Software \| Server Management \| Server Provisioning \| Service Level Management \| SLA \| User Needs Assessments \| Virtual Machine

Overtaken by Events? -- The Quest for Operational Responsiveness sponsored by Progress Software ANALYST REPORT: Never has operational responsiveness, the pursuit of how continually and quickly to deliver maximum value to customers while deriving maximum profitability, been nearer the top of the business agenda. As this paper will demonstrate, harnessing business events, smart interpretation & fast response are definite objectives, and the need is immediate. Posted: 26 Oct 2009 \| Published: 26 Oct 2009 TOPICS: Business Architectures \| Business Continuity Planning \| Business Intelligence \| Business Logistics \| Business Management \| Business Metrics \| Business Models \| Business Performance Management \| Business Process Management \| Business Service Management \| Service Level Management \| SOA \| SOA Governance

Mobility Management the ITIL and ITSM Way: An Enterprise BlackBerry, iPhone (and Beyond) Imperative sponsored by BoxTone WHITE PAPER: In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access. Posted: 08 Oct 2009 \| Published: 08 Oct 2009 TOPICS: Capacity Planning \| Configuration Management \| Help Desk Management \| High Availability \| IT Infrastructure \| IT Service Management \| Mobile Device Management \| Mobile Workers \| Service Level Management \| User Needs Assessments

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 TOPICS: Data Centers \| Job Scheduling Software \| Linux \| Log Management \| Network Monitoring \| Network Monitoring Software \| Reporting Software \| Server Management \| Service Level Management \| System i \| Systems Maintenance \| Systems Management \| Workload Automation

Service Level Monitoring: Real-Time Visibility and Reporting for Mission-Critical IT sponsored by Dorado Software WHITE PAPER: Dorado Software recently introduced Redcell OpsCenter 6.1 platform and Redcell Advanced Monitors to help you visualize, clarify and monitor IT resources and the network fabrics that bind them. This paper explores these new capabilities and how they uniquely position Dorado Software customers for the benefits of an SLA?oriented management approach. Posted: 11 Sep 2009 \| Published: 11 Sep 2009 TOPICS: IT Management \| IT Managers \| Network Management \| Network Managers \| Networking \| Service Level Management \| SLA \| SLA Management Services

Virtualize and Fortify XenApp for Lower Costs & Higher SLAs sponsored by Marathon Technologies WEBCAST: This webinar will discuss the benefits of virtualizing Citrix XenServer as well as show how fortifying XenApp and XenServer with Marathon Technologies' everRun software will give you the confidence to increase your SLAs for your most critical XenApp deployments and protect your Citrix License Server and Data Store from downtime. Posted: 10 Sep 2009 \| Premiered: 10 Sep 2009 TOPICS: Application Infrastructure \| Application Performance Management \| Citrix XenServer \| Downtime \| High Availability \| Server Consolidation \| Server Virtualization \| Service Level Management \| SLA \| SLA Management Services \| Virtual Desktop Infrastructure \| VM

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 TOPICS: Data Loss Prevention (DLP) \| Data Security \| Downtime \| Email Management \| Email Security \| High Availability \| Messaging Security \| Microsoft Exchange \| RPO \| RTP \| Service Level Management \| SLA \| SLA Management Services

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 TOPICS: Application Life-Cycle Management \| Citrix XenServer \| Data Security \| Disaster Recovery \| Downtime \| Fault Tolerance \| High Availability \| RPO \| RTO \| Service Level Management \| SLA \| SLA Management Services \| Systems Management \| Systems Management Software

Embarcadero DBArtisan 8.6 - Database Administration Tool: 14 Day Trial! sponsored by Embarcadero Technologies, Inc. TRIAL SOFTWARE: IT organizations are trying to support an increasing number of databases and database platforms. Meanwhile, database vendors are adding more features and updating their technology. DBAs must meet zero downtime requirements, and strict SLAs. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Database Administration \| Database Management Software \| Database Performance Management \| Database Security \| DB2 \| Downtime \| High Availability \| Productivity \| Service Level Management \| SLA \| SQL Server

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: 10 Sep 2009 TOPICS: Compliance (Systems Operations) \| Service Level Management \| SOA \| SOA Governance \| Testing \| Web Services \| Web Services Architecture \| Web Services Management

CloudBurst Technical Demonstration sponsored by IBM PRESENTATION TRANSCRIPT: The IBM CloudBurst Family is a line of pre-integrated service delivery platforms including hardware, storage, networking, virtualization, and service management software, which will enable you to create a private cloud environment. Posted: 08 Sep 2009 \| Published: 08 Sep 2009 TOPICS: Cloud Computing \| Data Center Design \| Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| Data Management Software \| Data Storage \| Database Administration \| Database Management \| Infrastructure Management \| IT Infrastructure \| Server Virtualization \| Service Level Management \| Workload Automation

Simplifying the IT Environment for Better Productivity sponsored by IBM VIDEO: CloudBurst is a ready to go system complete with software, platform, and the services to make you productive immediately. This tightly integrated system encompasses your networking fabric, storage fabric and compute fabric complete with service management. Posted: 08 Sep 2009 \| Premiered: 08 Sep 2009 TOPICS: Cloud Computing \| Data Center Management \| Data Centers \| Data Management \| Infrastructure Management \| ROI \| Service Level Management \| TCO \| Workload Automation

SharePoint E-zine Volume 13: Nailing Down SharePoint Service-Level Agreements sponsored by SearchWinIT EZINE: Set the terms for server availability in your SharePoint governance document as part of a service-level agreement. Learn in this month's issue how to create realistic metrics that go hand in hand with governance policies. Looking for a hosting provider for your SharePoint installation? Find out which questions to ask to get the best deal. Posted: 17 Aug 2009 \| Published: 17 Aug 2009 TOPICS: Collaborative Applications Software \| Content Management Software \| Document Management Software \| High Availability \| Hosting Services \| Microsoft Office \| Server Management \| Service Level Management \| Social Networking \| Windows Server Software

ITSM guidance: ITIL V3 Update sponsored by SkillSoft Corporation VIDEO: In an exclusive interview with Sharon Taylor, you'll hear her address the negative user comments about ITIL V3, the improved potential for ROI and the new V3 certification path. Posted: 17 Aug 2009 \| Premiered: 17 Aug 2009 TOPICS: Best Practices \| Business IT Alignment \| Change Management \| Help Desk Management Services \| Infrastructure Services \| ITIL \| ROI \| Service Level Management

Application Performance Management with Forrester Analyst Peter O'Neill sponsored by Compuware Corporation PODCAST: Peter O'Neill, principal analyst with Forrester Research, discusses reactive vs. proactive IT and how to break down technology silos for a holistic approach to managing application performance. Posted: 13 Aug 2009 \| Premiered: 13 Aug 2009 TOPICS: Application Performance Management \| Applications Management \| Business Activity Monitoring \| Business Intelligence \| Enterprise \| IT Industry \| Reporting Software \| Service Level Management \| User Experience

Future-Proof Your Compliance Program sponsored by IBM VIDEO: The regulatory environment is constantly changing, so creating a streamlined and flexible program is every security pro's first goal when it comes to compliance. Check out this videocast for best practices on forming a comprehensive compliance program. Posted: 29 Jul 2009 \| Premiered: 29 Jul 2009 TOPICS: Compliance (Systems Operations) \| Compliance Audits \| Compliance Best Practices \| Data Governance \| Data Security \| Governance, Risk, Compliance (GRC) \| Information Security \| Laws \| Outsourcing \| Regulations \| Regulatory Compliance \| Risk Assessment \| Risk Management \| Security \| Security Best Practices \| Security Infrastructure \| Security Management \| Security Policies \| Service Level Management

Podcast: Managing third-party compliance sponsored by IBM PODCAST: Listen to this podcast, featuring Richard Mackey, for tips on managing third-party risk, specifically for compliance. Learn how to choose the right partners and ensure they apply the same standards as your organization when securing your assets. Posted: 29 Jul 2009 \| Premiered: 29 Jul 2009 TOPICS: Compliance (Systems Operations) \| Compliance Audits \| Compliance Best Practices \| Data Governance \| Data Security \| Governance, Risk, Compliance (GRC) \| Information Security \| Laws \| Outsourcing \| Regulations \| Regulatory Compliance \| Risk Assessment \| Risk Management \| Security \| Security Best Practices \| Security Infrastructure \| Security Management \| Security Policies \| Service Level Management

JBoss Enterprise SOA Platform v5.0: Technology Preview sponsored by JBoss, a Division of Red Hat WEBCAST: In this session, you'll learn how to leverage the new features and functionality of JBoss Enterprise SOA Platform v5.0 to rapidly and cost-effectively develop, deploy and manage SOA-based solutions that solve real problems now. Posted: 17 Jul 2009 \| Premiered: 17 Jul 2009 TOPICS: Business Management \| Business Performance Management \| Business Service Management \| Service Level Management \| SOA \| SOA Governance \| SOAP

Expert Tips for Effective Virtual Systems Management sponsored by BMC Software, Inc EDITORIAL RESOURCE GUIDE: In this E-Guide, brought to you by SearchServerVirtualization.com and BMC, you will discover expert tips for effective virtual systems management. Explore the top five target areas essential for improved virtual performance and availability management. Posted: 01 Jul 2009 \| Published: 01 Jul 2009 TOPICS: Capacity Planning \| Enterprise Resource Management \| High Availability \| Network Infrastructure \| Network Monitoring \| Network Performance Management Software \| Server Management \| Server Virtualization \| Server Virtualization Software \| Service Level Management \| Systems Management

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

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: 18 Jun 2009 TOPICS: Change Management \| CIOs \| Configuration Management \| Help Desks \| IT Service Management \| IT Services \| ITIL \| Service Level Management \| Service Process Optimization Software \| Workforce Planning

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 whitepaper to discover the path to proper service desk consolidation and its many benefits. Posted: 18 Jun 2009 \| Published: 18 Jun 2009 TOPICS: Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| IT Best Practices \| Service Level Management

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SERVICE LEVEL MANAGEMENT DEFINITION (continued): … Service-level management is the monitoring and management of the quality of service(QoS) of an entity's key performance indicators(KPIs). The key performance indicators range from coarse-grained availability and usage statistics to fine-grained entity-contained per-interaction indicators. Service level management involves comparing actual performance with pre-defined expectations, determining appropriate actions, and producing meaningful reports.A service-level agreement enables an organization to be assured of a defined amount of stability, reliability, and performance for the provided IT infrastructure. A service-level agreement may complement or be part of policy-based service-level management. Service-level management means that potential problems can be identified (such as gradual performance degradation) and alerts can be created, thereby minimizing the risk of downtime.Service-level management provides a "comfort zone" about the quality of a given infrastructure solution.
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