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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 Management Reports
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How to Create a Successful Cloud Computing Strategy For Your Business
sponsored by IBM
WHITE PAPER: This white paper explains how to create a proactive, effective approach to cloud computing and why it can help set your business on the path to success.
Posted: 25 Mar 2015 | Published: 30 Sep 2014

IBM

Take network high availability to new heights with advanced clustering
sponsored by Citrix
WHITE PAPER: This white paper explains why using an ADC deployment strategy to achieve HA does not have create a dent in your budget.
Posted: 25 Mar 2015 | Published: 31 Aug 2012

Citrix

Event Processing with State Machines
sponsored by TIBCO Software Inc.
WHITE PAPER: Access this white paper to learn about an event-driven approach to real-time operational visibility.
Posted: 19 Mar 2015 | Published: 01 May 2014

TIBCO Software Inc.

5 Ways to Differentiate Your Cloud and Managed Hosting Services
sponsored by Solidfire
WHITE PAPER: Access this white paper to discover the secret to achieving differentiated cloud and managed hosting services in the marketplace.
Posted: 05 Mar 2015 | Published: 05 Mar 2015

Solidfire

Manage, Deliver and Secure APIs With a Next-Generation Platform
sponsored by Axway
WHITE PAPER: Find out how application architecture is evolving in order to handle the rapid delivery of business services via APIs.
Posted: 25 Feb 2015 | Published: 31 Dec 2013

Axway

Navigate IT Automation With Ease
sponsored by Automic
WHITE PAPER: Access this informative how-to guide to navigate IT automation and learn how it can pay off within your organization.
Posted: 24 Feb 2015 | Published: 24 Feb 2015

Automic

Be A Hero: App Avengers
sponsored by IBM
VIDEO: This video explains how you can get to the root of an application problem with an application performance monitoring solution in place.
Posted: 16 Feb 2015 | Premiered: 13 Nov 2014

IBM

Workload Automation SaaS to the rescue
sponsored by IBM
VIDEO: This video explains how workload automation can help automate both simple and complex business processes.
Posted: 04 Feb 2015 | Premiered: 07 Aug 2014

IBM

Revamp Your Computing Strategy to Transform Your Business
sponsored by Hewlett-Packard Company
BROCHURE: View this informative resource to explore how HP ProLiant servers can help meet your business needs by managing compute, storage and networking the most efficiently.
Posted: 23 Jan 2015 | Published: 01 Aug 2014

Hewlett-Packard Company

The Right Compute for the Job: Bridging the Gap Between Demand and IT
sponsored by Hewlett-Packard Company
BROCHURE: View this informative resource to explore how HP ProLiant servers can help meet your business needs by managing compute, storage and networking the most efficiently.
Posted: 31 Dec 2014 | Published: 01 Aug 2014

Hewlett-Packard Company

Reduce Help-Desk Ticket Volume With Help From Cloud Software
sponsored by IBM
CASE STUDY: Check out this case study to discover a robust, reliable and scalable application value management (AVM) platform that helped Cognizant Technology reduce ticket volume by 80%.
Posted: 22 Dec 2014 | Published: 01 May 2014

IBM

Real user reviews: HP vs. Parasoft
sponsored by IT Central Station
ESSENTIAL GUIDE: In this day and age, making a big purchase often includes checking out user reviews and ratings to influence your purchase. Why should IT solutions be any different? Download this expert guide from IT Central Station to find out what real, professional users think of different service virtualization solutions.
Posted: 09 Dec 2014 | Published: 09 Dec 2014


Why VARs Should Adopt Cloud-Based Managed Services
sponsored by NaviSite
WHITE PAPER: This white paper explores why VARs should consider partnering with an MSP and how IaaS and Daas provide organizations with essential flexibility and scalability to meet ever changing business conditions.
Posted: 09 Dec 2014 | Published: 09 Dec 2014

NaviSite

Accelerate Your Website and Improve the User Experience
sponsored by Radware
CASE STUDY: Luxury Travel sees 200% improvement in the delivery of the Kiwi Collection homepage on a global basis, reducing the average home page load time from 13.3 seconds to 6.4 seconds.
Posted: 03 Dec 2014 | Published: 31 Dec 2013

Radware

Case Study: Improve Customer Experience with Managed Services
sponsored by Cisco & Fujitsu
VIDEO: Watch this brief video to learn about the managed services provider Mitchells & Butlers, a leading managed pub and pub restaurant operator, owning around 2,000 businesses offering food, drink and entertainment across the UK, partnered with to bring innovation to their business and help support a better guest experience.
Posted: 22 Oct 2014 | Premiered: 22 Aug 2013

Cisco & Fujitsu

Desktop as a Service is Gaining Ground
sponsored by NaviSite
WHITE PAPER: This white paper explores the top reasons to migrate to a DaaS or VDI environment center around data security and BYOD, and reveals the lasting impact on security.
Posted: 15 Oct 2014 | Published: 01 Jul 2014

NaviSite

European Channel MPS Priorities
sponsored by ComputerWeekly.com
ANALYST REPORT: Analysts Louella Fernandes and Clive Longbottom examine MPS adoption amongst resellers in Europe, based on original Quocirca research, and discusses the challenges faced as they embark on their MPS journey.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

ComputerWeekly.com

Data Centre Co-location: An easy decision; a difficult choice
sponsored by ComputerWeekly.com
ANALYST REPORT: Analysts Clive Longbottom and Bernt Østergaard offer guidelines for those wanting to move to a co-location facility and who want to make sure their selection procedures cover all the criteria required to make the appropriate choice.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

ComputerWeekly.com

Optimizing Service Levels Through Database Monitoring
sponsored by CA Technologies.
WHITE PAPER: Access this paper that highlights an agile IT monitoring software system that provides database monitoring from both a server perspective and from the end-user's perspective.
Posted: 09 Oct 2014 | Published: 31 Dec 2013

CA Technologies.

Meet the Healthcare IT demands with Vblock
sponsored by VCE
WHITE PAPER: This case study examines how Molina was able to increase application performance and speed provisioning while reducing data center footprint. Read on to learn how they were able to deliver an agile infrastructure capable of meeting increased SLAs by consolidating their infrastructure on Vblock™ Systems.
Posted: 06 Oct 2014 | Published: 02 Oct 2014

VCE

Rackspace Private Cloud Support Data Sheet
sponsored by Rackspace
WHITE PAPER: This exclusive whitepaper details a cloud support service that will allow you to shift your focus to your core business.
Posted: 03 Oct 2014 | Published: 03 Oct 2014

Rackspace

Magic Quadrant for IT Service Support Management Tools
sponsored by FrontRange Solutions Inc.
WHITE PAPER: In this Magic Quadrant provided by Gartner, discover how vendors measure up against one another with ITSSM tools.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

FrontRange Solutions Inc.

10 Weeks to Managed Services Success
sponsored by LabTech Software
EBOOK: If you're considering becoming a managed service provider, this 10-Week Guide to Becoming an MSP can help get you started. It breaks the process down into manageable pieces so you can stay on the right track without getting overwhelmed.
Posted: 12 Aug 2014 | Published: 21 Jan 2015

LabTech Software

Optimizing Your Service Delivery: Change is in Your Hands
sponsored by FrontRange Solutions Inc.
WHITE PAPER: Check out this white paper to learn about the best practices for maximizing efficiency, and for several challenges that are associated with service delivery.
Posted: 20 Oct 2014 | Published: 31 Dec 2013

FrontRange Solutions Inc.

Innovating Through Cloud Technologies Change is in Your Hands
sponsored by FrontRange Solutions Inc.
WHITE PAPER: This white paper takes a look into the challenges surrounding the implementation of the cloud among businesses.
Posted: 17 Oct 2014 | Published: 31 Dec 2013

FrontRange Solutions Inc.
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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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