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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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IT Managers Struggle to Make the Right Service Desk Choice!
sponsored by Numara Software
ANALYST REPORT: Dynamic Markets Research Demonstrates that Nearly All IT Managers' Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price.
Posted: 16 Dec 2009 | Published: 16 Dec 2009

Numara Software

Presentation Transcript: Unified Approach to Managing the Virtual Environment
sponsored by Forsythe
PRESENTATION TRANSCRIPT: In this presentation transcript, learn about a unified approach to IT management. Discover how to decrease complexity introduced by virtualization and cloud computing to ensure optimal performance of your virtual and physical environments.
Posted: 04 Dec 2009 | Published: 04 Dec 2009

Forsythe

The Fundamentals of a Successful Managed Services Practice
sponsored by N-able Technologies
WHITE PAPER: If you are a VAR, system integrator or IT service provider who's struggling to provide traditional IT services reactively to small and medium-sized businesses, this whitepaper offers to help you improve your business through managed services.
Posted: 02 Dec 2009 | Published: 01 Dec 2009

N-able Technologies

The Seven Major Obstacles on the Road to Managed Services
sponsored by N-able Technologies
WHITE PAPER: Virtually every IT services business is in the evaluation, planning or implementation phase of a managed services program, and yet very few manage to deliver true high-value services to their customers. This whitepaper discusses the major obstacles to becoming an MSP and how to overcome them so that your organization can enjoy the business benefits
Posted: 01 Dec 2009 | Published: 01 Dec 2009

N-able Technologies

Future-Proofing Your HP Business Critical Infrastructure: How Tukwila Might Just Force You to Rethink Everything
sponsored by Forsythe
WHITE PAPER: Read this whitepaper to learn how truly future-proofing your environment involves a comprehensive approach and engagement with newer technologies and methods, aligning them with overall best practices —and strengthening your ability to innovate.
Posted: 23 Nov 2009 | Published: 23 Nov 2009

Forsythe

CA Spectrum Service Assurance Product Brief
sponsored by CA Technologies.
PRODUCT OVERVIEW: Read this brief paper for specifics about the CA Spectrum Service Assurance product's features and benefits.
Posted: 20 Nov 2009 | Published: 20 Nov 2009

CA Technologies.

Presentation Transcript: The Secret to Maximizing Virtualization ROI in the Dynamic Data Center
sponsored by Akorri
PRESENTATION TRANSCRIPT: This presentation transcript details an approach to optimize your virtualized infrastructure performance. Learn how to leverage key performance indicators and cross-domain analytics to plan for future capacity demands and improve service levels. Discover the secret to managing your VMware infrastructure performance for optimal resource utilization.
Posted: 19 Nov 2009 | Published: 18 Nov 2009

Akorri

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

Nimsoft, Inc.

Prepaid Loyalty: Fact or Fiction?
sponsored by Amdocs Management LTD
WHITE PAPER: Achieving customer loyalty is a business goal shared by virtually every service provider. Prepaid subscribers present a greater challenge because the business model has no contracts or commitments. This paper examines the business and marketing strategies that service providers can deploy to create and build loyalty among prepaid customers.
Posted: 17 Sep 2009 | Published: 17 Sep 2009

Amdocs Management LTD

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

Help/Systems

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

Marathon Technologies

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

Marathon Technologies

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: 12 Jun 2008

Oracle Corporation

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

IBM

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

SearchWinIT

Presentation Transcript: Demystifying ROI for Managed Services for IPT (IP Telephony)
sponsored by Dimension Data
PRESENTATION TRANSCRIPT: If you're looking to better manage your IP telephony but don't know where to start, this presentation transcript, taken from the webcast of the same name, can help.
Posted: 22 Jul 2009 | Published: 22 Jul 2009

Dimension Data

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: 15 Jun 2009

BMC Software, Inc.

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 white paper to discover the path to proper service desk consolidation and its many benefits.
Posted: 18 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs
sponsored by BMC Software, Inc.
WHITE PAPER: Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”
Posted: 17 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Understanding ITIL® Service Portfolio Management: An Approach For Implementing Effective Service Lifecycle Management
sponsored by BMC Software, Inc.
WHITE PAPER: IT executives and their teams need a comprehensive and accurate view of IT services. A service catalog includes all relevant details about your services, including which service level agreements (SLAs) are associated with it, who is able to request it, how much it costs, and how to fulfill it. This paper describes the IT Infrastructure...
Posted: 17 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Tackle the Challenges of Virtualization Management
sponsored by BMC Software, Inc.
WHITE PAPER: Virtualization adds a whole new level of complexity to the IT infrastructure, introducing new challenges in every step of the process - from planning to configuration and management. Read how effective service management can help tackle the challenges of virtualization in this white paper from BMC Software.
Posted: 17 Jun 2009 | Published: 15 Jun 2009

BMC Software, Inc.

Optimizing Virtual Environments Requires Self-Learning Performance Management
sponsored by Netuitive
WHITE PAPER: The explosive growth of virtualization is rapidly breaking down the connection between infrastructure and application performance. Learn how to thrive despite increasingly complex environments.
Posted: 10 Feb 2009 | Published: 10 Feb 2009

Netuitive

Presentation Transcript: Service Delivery Best Practices: Translating Customer Needs into Network Services
sponsored by Alcatel-Lucent
PRESENTATION TRANSCRIPT: This transcript is a printable version of the webcast presented by enterprise expert Tom Nolle which is designed to help service providers examine the methodology associated with creating optimally profitable services.
Posted: 04 Nov 2008 | Published: 04 Nov 2008

Alcatel-Lucent

Podcast - How to Produce an Actionable IT Service Catalog
sponsored by newScale, Inc.
PODCAST: The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...
Posted: 07 Oct 2008 | Premiered: Oct 7, 2008

newScale, Inc.

How to Produce an Actionable IT Service Catalog
sponsored by newScale, Inc.
WHITE PAPER: The ITIL (IT Infrastructure Library) best practice framework advocates that IT organizations produce a Service Catalog to document and communicate standard service offerings. As the cornerstone for IT-business alignment, the Service Catalog is...
Posted: 07 Oct 2008 | Published: 07 Oct 2008

newScale, 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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