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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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The Value of Performance Metrics in Managing IT Service
sponsored by CA Technologies.
WHITE PAPER: Read this paper to learn how CA Technologies is helping IT manage changing environments and assure service levels across the enterprise.
Posted: 01 Aug 2010 | Published: 30 Jul 2010

CA Technologies.

Staying Aloft in Tough Times: Why Smart, Innovative Businesses are Turning to Cloud Computing
sponsored by IBM
WHITE PAPER: As IT budgets continue to be stretched, cloud computing is enabling CIOs to do more with less. Virtualization, standardization and other fundamental features of cloud computing are lowering the cost of IT, simplifying IT service management and accelerating service delivery.
Posted: 23 Jul 2010 | Published: 15 Apr 2009

IBM

New Data Protection Strategies
sponsored by IBM
WHITE PAPER: As the demands for data capacity and higher service levels grow, protecting corporate data becomes more challenging. Continuous Data Protection, as discussed in this white paper by Evaluator Group and IBM, can cost-effectively improve security with minimal impact to business.
Posted: 23 Jul 2010 | Published: 20 Jul 2008

IBM

Identify and Leverage Your Existing Service Life Cycles
sponsored by IBM
WHITE PAPER: This executive brief will illustrate the progression of service management since the 1990s, illuminate the hidden service life cycles and discuss how, once they are visible, we can start to make them work — to improve services and better align IT with business objectives.
Posted: 22 Jul 2010 | Published: 22 Jul 2010

IBM

ASG-Discovery and Dependency Mapping (ASG-DDM)™
sponsored by ASG Software Solutions
WHITE PAPER: Understanding which hardware and software components support which business systems is extremely difficult. For many years, the clipboard and spreadsheet appear to have been the tools of choice, with the result that many decisions were made based on outdated and inaccurate information. Read this paper to find out more.
Posted: 25 May 2010 | Published: 25 May 2010

ASG Software Solutions

Presentation Transcript: Global Business Xchanging Shares Results of Proactive IT Operations Implementation
sponsored by BMC Software, Inc.
PRESENTATION TRANSCRIPT: This presentation transcript explores how IT pros can better align their departments with the scope of the business. Learn how business service management can enhance customer service, improve service availability, and optimise performance of critical systems.
Posted: 31 Mar 2010 | Published: 31 Mar 2010

BMC Software, Inc.

Changing the Way Companies Run Their Data Centers
sponsored by Aperture - An Emerson Network Brand
WHITE PAPER: Aperture VISTA revolutionizes data center management with a suite of solutions that delivers a comprehensive, integrated view of enterprise data centers. Aperture VISTA solutions enable organizations to deliver the highest levels of reliable, efficient IT service that truly aligns with business objectives.
Posted: 22 Feb 2010 | Published: 22 Feb 2010

Aperture - An Emerson Network Brand

Aperture Data Collection Process: A Necessity for Realizing the Benefits of DCSM
sponsored by Aperture - An Emerson Network Brand
TECHNICAL ARTICLE: As the data center continues to grow in complexity, the Data Center Service Management (DCSM) discipline is becoming widely adopted by organizations that wish to migrate to higher levels of process maturity. This technical brief will discuss the benefits of using DCSM.
Posted: 22 Feb 2010 | Published: 22 Feb 2010

Aperture - An Emerson Network Brand

ASG's Business Service Portfolio™ Virtualization Management
sponsored by ASG Software Solutions
WHITE PAPER: Read this paper to learn how ASG’s BSP Virtualization Management allows you to continually optimize and monitor the performance health of your entire physical and virtual environment, in addition to discovering application dependencies and reducing VM sprawl.
Posted: 08 Feb 2010 | Published: 08 Feb 2010

ASG Software Solutions

Cloud Computing in Perspective
sponsored by BMC Software, Inc.
WHITE PAPER: Many CIOs recognize the power of cloud computing and are looking to implement the technology in their own IT realms. But with all the noise in the market about cloud computing, how do you know where to begin? Learn how to better improve service delivery to your business with cloud computing.
Posted: 26 Jan 2010 | Published: 26 Jan 2010

BMC Software, Inc.

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
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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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