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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  … 
Definition continues below.
Service Level ManagementReports
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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.

Tackling Increasing SMF Data Volumes and Decreasing Resources in the Mainframe Environment
sponsored by CA Technologies.
WHITE PAPER: Read this paper to learn how the CA Mainframe Resource Management Suite helps fulfill the intricate information needs of today's enterprise IT infrastructure management environments, helping your IT professionals harness SMF metrics.
Posted: 28 Aug 2008 | Published: 28 Aug 2008

CA Technologies.

Service Level Management: On the Level
sponsored by Nimsoft, Inc.
WHITE PAPER: This paper explains an evolutionary approach to Service Level Management (SLM) that enables organizations at any stage of IT development to successfully implement SLM and begin contributing more to the business bottom line.
Posted: 15 Aug 2008 | Published: 15 Aug 2008

Nimsoft, Inc.

VOIP Infrastructure for the Evolving Enterprise: How to Control Costs, Mitigate Risk, and Ensure Service Levels in an Ever-Changing Network Environment
sponsored by NET Quintum
WHITE PAPER: There are significant differences in VoIP hardware functionality that affect the cost, risk and consumption of staff resources. This white paper outlines what to consider when selecting a VoIP gateway/switching solutio
Posted: 05 Jun 2008 | Published: 01 Mar 2008

NET Quintum

Optimizing the Business Outcomes of SOA
sponsored by Hewlett-Packard Company
WHITE PAPER: This research provides guidance to clients seeking a structured approach to planning and initiating the series of activities through the first, sensitive steps of the long journey to companywide SOA enablement.
Posted: 29 Apr 2008 | Published: 01 Jan 2007

Hewlett-Packard Company

BoxTone: Mobile User Management with ITIL and ITSM
sponsored by BoxTone
WHITE PAPER: This White Paper outlines the capabilities of Mobile User Management developed by BoxTone -- which for many of the best-known organizations are enabling improvements and efficiencies in responsiveness to mobile users, process, measurability, service...
Posted: 15 Apr 2008 | Published: 15 Apr 2008

BoxTone

Solution Brief: Optimizing Application Traffic on MPLS WAN Links
sponsored by BlueCoat
PRODUCT LITERATURE: MPLS (Multi-Protocol Label Switching) is a common type of service offering from global telecom providers that removes much of the cost and complexity of more traditional point-to-point networks.
Posted: 10 Mar 2008 | Published: 01 Jan 2007

BlueCoat

Network Optimization: Achieving Success and Profitability in Field Service
sponsored by SERVICEPower
WHITE PAPER: A key element and requirement for optimization is the ability to manage field resources.
Posted: 28 Feb 2008 | Published: 01 Jan 2005

SERVICEPower

Think beyond Software Performance Monitoring: A Perspective on Your Service-Level Management Strategy
sponsored by Keynote Systems
WHITE PAPER: This white paper discusses methods for monitoring Web site performance from an end-user perspective. Explore the benefits associated with neutral, third-party performance monitoring.
Posted: 08 Feb 2008 | Published: 01 May 2005

Keynote Systems

Change is Good: New Business Models for Converging Communications
sponsored by Alcatel-Lucent
WHITE PAPER: Converged voice, data, and video communications must be designed to integrate with business processes. Read this paper that details how a tailored outsourcing solution is the answer.
Posted: 30 Nov 2007 | Published: 01 Nov 2007

Alcatel-Lucent

Improve Your Business through Best Practice IT Management
sponsored by Kaseya
WHITE PAPER: This white paper provides insight on ways that MSPs and IT departments can improve their management of services. Learn how using ITIL best practices with an automated management solution can address a number of the unique challenges these businesses face.
Posted: 08 Oct 2007 | Published: 01 Sep 2007

Kaseya

End-User Monitoring: Gaining Visibility into Hidden Business Risks
sponsored by CA Technologies.
WHITE PAPER: This white paper explores how to implement effective end-user transaction monitoring and management to attain greater visibility into the user experience.
Posted: 18 Sep 2007 | Published: 01 Aug 2007

CA Technologies.

CA Wily Customer Experience Manager
sponsored by CA Technologies.
PRODUCT LITERATURE: This white paper highlights a method for attaining real-time visibility into the end-user experience on web-based applications.
Posted: 18 Sep 2007 | Published: 01 Aug 2007

CA Technologies.

SOA and Web Services: The Performance Paradox
sponsored by CA Technologies.
WHITE PAPER: Learn why it is critical to consider the impact Web services have on the environment into which they are deployed in order to address performance. Find out how to ensure superior performance of service-enabled environments.
Posted: 27 Jul 2007 | Published: 01 Apr 2007

CA Technologies.

Video: Move Beyond Efficiency to Deliver Value with IBM Service Management
sponsored by IBM Software Group
WEBCAST: IBM Service Management can help IT organizations deliver service excellence, through a structured approach that can enable better governance and help manage risk, delivering business value. Watch this video to learn how you can deliver quality ...
Posted: 20 Jun 2007 | Premiered: Jun 20, 2007

IBM Software Group

Actuate Performancesoft Suite Product Tour
sponsored by Actuate
SOFTWARE DEMO: An effective method of monitoring and managing metrics is critical to increasing the performance of any organization. Learn how to gain visibility into all areas of concern and leverage insight into operations that stakeholders demand to ensure success.
Posted: 17 May 2007 | Premiered: 17 May 2007

Actuate

SOA: The Missing Link between Enterprise Architecture and Solution Architecture
sponsored by Infosys Technologies Limited
WHITE PAPER: Service-oriented architecture (SOA) and enterprise architecture (EA) strive to tighten the business and IT alignment. Learn about the dependencies between an EA framework and an SOA strategy and how services impact the way applications are developed.
Posted: 14 May 2007 | Published: 01 Mar 2007

Infosys Technologies Limited

Evaluating Financial Management Software ...Is it time for a change?
sponsored by Microsoft
WHITE PAPER: Financial management software that becomes disjointed can impact the success and profitability of any business. Read this paper to learn how your business can streamline processes to manage accounting, project management, payroll and human resources.
Posted: 14 May 2007 | Published: 01 May 2007

Microsoft

The Ultimate Management Solution for Citrix Environments
sponsored by Hewlett-Packard Company
WHITE PAPER: Managing service levels and proactively identifying issues before they impact performance are top systems management problems. Learn how to enable the effective management of Citrix server-based computing environments.
Posted: 01 May 2007 | Published: 01 Apr 2007

Hewlett-Packard Company

Apply the ITIL Framework with Confidence
sponsored by TechExcel
WHITE PAPER: This whitepaper explains how ITIL provides the foundation for quality IT service management. It actively supports corporate goals by offering services that are based on efficient principles and adequately fulfilling business requirements.
Posted: 12 Mar 2007 | Published: 01 Mar 2007

TechExcel

Best Practices for IT Configuration Management
sponsored by Oracle Corporation
WEBCAST: IT Configuration Management, according to Gartner, is associated with discovering and managing the state of an element in an IT infrastructure. In this Webcast a team of experts discuss their perspective on IT configuration management.
Posted: 08 Mar 2007 | Premiered: Mar 1, 2007

Oracle Corporation

Managing Applications with Oracle Enterprise Manager 10g
sponsored by Oracle Corporation
WHITE PAPER: This white paper discusses how to address the challenges of managing mission-critical applications. Read this white paper to learn about benefits of adopting an application management solution like Oracle Enterprise Manager.
Posted: 07 Mar 2007 | Published: 01 Oct 2006

Oracle Corporation
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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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