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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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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

Tracking and Managing Network Service Levels: Overcoming Common Challenges
sponsored by CA Nimsoft
EBOOK: This exclusive resource offers an in-depth look at why the challenges associated with tracking and managing network service levels persist and examines critical requirements to overcoming them.
Posted: 02 Oct 2013 | Published: 02 Oct 2013

CA Nimsoft

Overcoming Common SAAS Challenges
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.

5 Ways to Capitalize on Cloud Opportunities
sponsored by ConnectWise
WHITE PAPER: Many technology providers are nervous about the Cloud and what it means for their business.  Rather than look at the Cloud with fear, embrace it and take advantage of the opportunities it brings for new revenue. In this eBook, you'll learn 5 ways to capitalize on the future of the Cloud in today's modern office.
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

Dimensional Research: Uncovering the Business Value of IT Service Management: Five Ways HP Service Manager Can Make You a Hero
sponsored by Hewlett-Packard Company
WHITE PAPER: Access this research report that discusses how 11 different customers deployed HP service manager to improve their ITSM strategy. Discover the results they achieved and how your organization could similarly benefit.
Posted: 28 Feb 2013 | Published: 28 Feb 2013

Hewlett-Packard Company

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

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

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

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

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
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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 … 
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