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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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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

WebEx Systems Management
sponsored by WebEx Communications, Inc.
PRODUCT DEMO: WebEx System Management allows you to protect, manage and secure your IT assets--on the premises and beyond, 24/7--from a single, integrated dashboard. Reduce IT support costs, boost IT service levels and leave compliance worries behind.
Posted: 02 Mar 2007 | Premiered: 01 Mar 2007

WebEx Communications, Inc.

Incident Management: A CA IT Service Management Process Map
sponsored by CA Technologies.
WHITE PAPER: Unlike Problem Management, whose focus is on finding the rootcause of problems, Incident Management is essentially about getting things back up quickly, even if this means performing workarounds and quick fixes.
Posted: 02 Mar 2007 | Published: 01 Jun 2006

CA Technologies.

HP's Virtualization Solutions
sponsored by Hewlett-Packard Company
WEBCAST: HP's Virtualization Solutions Are you looking to deploy virtualization technology? Get the most out of server virtualization by unifying the management and migration of physical and virtual servers.
Posted: 21 Feb 2007 | Premiered: Mar 15, 2007, 12:00 EDT (16:00 GMT)

Hewlett-Packard Company

Delivering on the Service Level Brand Promise to Customers Every Time - 9 Ways to Get There
sponsored by eGain Communications Corp.
WHITE PAPER: Outstanding customer service has become an imperative for superior performance, especially when poor service can damage brand equity. This paper provides strategies and tactics that companies can use to consistently deliver their customer service promise.
Posted: 04 Jan 2007 | Published: 01 Jan 2007

eGain Communications Corp.

Pfizer Gets Smart about Infrastructure
sponsored by Cassatt Corporation
CASE STUDY: Read how Cassatt's IT automation platform enabled Pfizer to create an on-demand infrastructure of existing hardware that provisions resources to applications in need. As a result, Pfizer estimates over $5 million in savings over the n...
Posted: 16 Oct 2006 | Published: 01 Oct 2006

Cassatt Corporation

Getting Started with ITIL's CMDB: Best-Practice Tips for Enterprise IT Professionals
sponsored by Enterprise Management Associates (EMA)
WHITE PAPER: Gain insight into ITIL's CMDB, the drivers for adoption, potential pitfalls on the road to CMDB success, and best-practices guidance to organizations undertaking a CMDB initiative.
Posted: 09 Oct 2006 | Published: 01 Feb 2007

Enterprise Management Associates (EMA)

Wait-Time Analysis Method: New Best Practice for Oracle Performance Management
sponsored by Confio Software
WHITE PAPER: Wait-time analysis is a new approach to application and database performance improvement that allows users to make tuning decisions based on optimal service impact. Learn how to leverage wait-time analysis to improve Oracle application performance.
Posted: 05 Oct 2006 | Published: 01 Sep 2006

Confio Software

IDC: Gaining Business Value through IT Services Management
sponsored by Hewlett-Packard Company
WHITE PAPER: IT organizations are continuously working to improve IT operations and to better align IT with business needs. Read about three HP customers that are implementing solutions that improve IT compliance, increase ROI and support higher availability.
Posted: 03 Oct 2006 | Published: 01 Feb 2006

Hewlett-Packard Company

Effective Change Management through Application Performance Monitoring
sponsored by Fluke Networks
WHITE PAPER: As the business responds to the competitive environment, IT operations must reflect the larger organization's goals and strategies and ensure networks and applications are keeping pace.
Posted: 21 Aug 2006 | Published: 01 Jan 2005

Fluke Networks

Optimizing ITIL Best Practices with Mercury BTO
sponsored by Mercury
WHITE PAPER: Learn how to optimize Information Technology Infrastructure Library using best practices which will enable users to tailor ITIL processes to meet business requirements.
Posted: 20 Dec 2005 | Published: 01 Dec 2005

Mercury

ITIL Best Practices: Maximizing the Business Value of IT
sponsored by Mercury
WHITE PAPER: Find out how Mercury helps organizations maximize the business value of IT with ITIL best practices in change management, service-level management and across the application lifecycle.
Posted: 10 May 2005 | Published: 01 May 2005

Mercury

Growing Market Share in a Highly Competitive Financial Services Industry
sponsored by Keynote Systems
WHITE PAPER: Financial services organizations strive to retain existing customers and attract new ones, many are introducing new, enhanced services over the Web. Ensure you are providing the best possible experience by focusing your SLM processes on the end user.
Posted: 23 Jan 2005 | Published: 01 Jan 2004

Keynote Systems
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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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