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Service Level Management

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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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IT outsourcing: What to do when your contract is about to end
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: Outsourcing contracts worth billions are up for renewal in the next few years. In this special report, Computer Weekly examines how unprecedented change is complicating the CIO's renewal decision.
Posted: 03 Feb 2016 | Published: 03 Feb 2016

ComputerWeekly.com

SaaS CRM Best Practices
sponsored by Microsoft
EGUIDE: This e-guide discusses the importance of examining a software vendor's ecosystem before signing on the dotted line and provides expert tips on how you can negotiate the best SaaS service-level agreement for your enterprise.
Posted: 03 Feb 2016 | Published: 01 Feb 2016

Microsoft

Gartner: Integration Brokerage Best Practices Summary
sponsored by IBM
WHITE PAPER: This in-depth Gartner report provides a detailed analysis of integration brokerage challenges and provides recommendations for negotiating better IB agreements, including: establish clear expectations and SLAs, ensure a clear understanding of your project scope, and more.
Posted: 28 Sep 2015 | Published: 04 Mar 2015

IBM

Red Hat ROI Analysis: Red Hat JBoss Enterprise Application Platform
sponsored by Red Hat
WHITE PAPER: Only a subscription to JBoss Enterprise Application Platform (EAP) meets the demanding requirements for mission-critical applications and includes the assurance of service-level agreement (SLA)-based support, patches, updates, and multi-year maintenance policies. Access this white paper for an ROI analysis of JBoss EAP.
Posted: 28 Jul 2015 | Published: 31 Aug 2014

Red Hat

Cloud Workloads on the Mainframe
sponsored by IBM
WHITE PAPER: In this resource, you'll explore several distinct advantages of building a cloud using a mainframe, including improved performance and reliability, security, and significant cost savings. Read on now to discover the benefits of a mainframe cloud, detailed use cases, and more.
Posted: 09 Apr 2015 | Published: 09 Apr 2015

IBM

5 Ways to Differentiate Your Cloud and Managed Hosting Services
sponsored by SolidFire
WHITE PAPER: In this resource, you'll discover the secret to achieving differentiated cloud and managed hosting services in the marketplace. Access this white paper now to find out how you can take advantage of SLAs to help you stand out and meet performance needs.
Posted: 05 Mar 2015 | Published: 05 Mar 2015

SolidFire

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


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

Molina Healthcare Meets Healthcare IT Demands with Vblock
sponsored by EMC Converged Platforms.
WHITE PAPER: In this case study, find out how Molina Healthcare consolidated their infrastructure onto a converged, fully virtualized system. Download now and you'll learn how they became more agile in responding to growth while increasing application performance and availability.
Posted: 06 Oct 2014 | Published: 02 Oct 2014

EMC Converged Platforms.

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

Business Plan Blueprint: Turn Your Dreams Into Actionable Goals
sponsored by ConnectWise
WHITE PAPER: This e-book and planning worksheet will walk you through the steps to creating a winning business plan and change the way you look at your business processes.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

ConnectWise

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.

Meeting Tomorrow's Internet Performance Requirements
sponsored by Keynote Systems
WHITE PAPER: Few businesses can operate effectively today without an online presence. Web-based applications provide essential links with customers, partners, and employees. Service Level Management (SLM) is one way of managing the customer experience ...
Posted: 24 Jul 2014 | Published: 01 Mar 2007

Keynote Systems

The Forrester Wave: Global Workplace Services, Q1 2013
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: This whitepaper provides a 36-criteria evaluation of workplace services vendors, identifying the 8 most significant global workplace services providers.
Posted: 19 Feb 2014 | Published: 19 Feb 2014

Hewlett-Packard Enterprise

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

How are Software as a Service technologies impacting the IT landscape?
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.

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
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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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