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

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May 21, 2013

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Service Level Management
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 TOPICS: Cloud Computing \| Cloud Management \| Data Center Design \| Data Center Infrastructure Efficiency \| Infrastructure as a Service (IaaS) \| Infrastructure Management \| IT Service Management \| IT Services \| Service Level Management

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 TOPICS: Cloud Computing \| Cloud Management \| Data Center Design \| Data Center Infrastructure Efficiency \| Data Center Management \| IT Management \| IT Management Services \| IT Service Management \| ITIL \| Service Level Management

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 TOPICS: Cloud Computing \| Cloud Management \| Data Center Management \| IT Management \| IT Management Services \| IT Service Management \| IT Services \| Service Level Management

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 TOPICS: Cloud Computing \| Cloud Management \| IT Asset Management \| IT Management \| IT Management Services \| IT Service Management \| Portfolio Management (IT Management) \| Service Level Management

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 TOPICS: Business Process Management \| Data Management \| Database Administration \| Database Architectures \| Database Management \| Database Management Software \| Database Performance Management \| Databases \| Information Management \| Oracle (Product) \| Service Level Management

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 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Infrastructure Management \| Server Management \| Server Virtualization \| Service Level Management \| Virtual Machine Monitor

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 TOPICS: Careers \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| Help Desks \| ITIL \| Outsourcing \| Service Level Management \| Service Process Optimization Software \| Software as a Service \| Training \| Workflow Software \| Workforce Planning

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 TOPICS: CIOs \| IT Best Practices \| IT Consulting Services \| IT Infrastructure \| IT Management \| IT Management Services \| IT Outsourcing Services \| IT Service Management \| IT Services \| Service Creation Tools \| Service Level Management

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 TOPICS: Cloud Computing \| Converged Networks \| IT Management \| Network Infrastructure \| Network Managers \| Network Monitoring \| Network Performance \| Networking \| Server Management \| Service Level Management

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 TOPICS: Cloud Computing \| Cloud Management \| Contingency Planning \| Infrastructure Management \| Infrastructure Services \| ITIL \| Managing Change \| Operational Support Systems \| Risk Management \| Service Creation \| Service Level Management \| Service Process Optimization Software \| SLA \| Software as a Service \| Virtual Desktop Infrastructure

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 TOPICS: Application Development \| Change Management \| Service Level Management

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 TOPICS: Data Center Infrastructure Efficiency \| Data Center Management \| Data Centers \| Server Appliances \| Server Consolidation \| Server Management \| Server Provisioning \| Server Virtualization \| Service Level Management

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 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Storage \| Hybrid clouds \| Infrastructure as a Service (IaaS) \| Platform as a service \| Private Cloud \| Public Cloud \| Public cloud computing \| ROI \| Security \| Service Level Management \| Small Businesses \| Software as a Service

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 TOPICS: Cloud Computing \| Cloud Management \| Data Center Consolidation \| Data Center Management \| Data Centers \| Retail Trade Industry \| Service Level Management \| Testing \| Virtual Machine \| VMware

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 TOPICS: Cloud Computing \| Cloud Storage \| Data Center Consolidation \| Data Center Management \| Data Centers \| eCommerce \| Hybrid clouds \| Managed Security Services \| Outsourcing \| Retail Trade Industry \| Service Level Management \| Web Development \| Web Services

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 TOPICS: Best Practices \| Change Management \| IT Management \| IT Service Management \| IT Services \| ITIL \| Service Level Management

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 TOPICS: Application Infrastructure \| Application Integration \| Application Programming Interfaces \| Cloud Computing \| Cloud Management \| Enterprise Services Architecture \| Service Level Management \| SOA

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 TOPICS: Help Desks \| IT Best Practices \| IT Departments \| IT Infrastructure \| IT Management \| IT Management Services \| IT Managers \| IT Service Management \| IT Services \| ITIL \| Service Level Management

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 TOPICS: Application Performance Management \| Applications Management \| Cloud Computing \| Configuration Management \| Data Center Management \| IT Infrastructure \| IT Management \| IT Service Management \| MPLS \| Network Infrastructure \| Network Management \| Network Monitoring \| Network Performance \| Networking \| Service Level Management \| Troubleshooting \| Virtual Machine \| VoIP

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 TOPICS: Cloud Computing \| Data Center Consolidation \| Data Center Design \| Data Center Infrastructure Efficiency \| Data Center Management \| Data Center Networking \| Data Centers \| Server Virtualization \| Service Level Management

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 TOPICS: Cloud Computing \| Cloud Management \| Service Level Management \| SLA \| SLA Management Services \| Vendor Selection \| Vendors

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 TOPICS: Consumer Market \| Customer Service Best Practices \| ERP \| Inventory Management \| Inventory Management Software \| Service Level Management \| Supply Chain Management

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 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Infrastructure as a Service (IaaS) \| IT Service Management \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing \| Service Level Management

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 TOPICS: Business Environment \| IT Infrastructure \| IT Management \| IT Service Management \| IT Services \| Service Level Management \| SOA

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 TOPICS: Application Development \| Application Integration \| Application Performance Management \| Composite Applications Software \| Functional Testing \| Performance Testing \| Service Level Management \| SLA \| Software Development Tools \| Software Quality Assurance \| Software Testing \| Web Services Management

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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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