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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
26 - 50 of 143 Matches Previous Page  | Next Page
Domino’s Pizza:  Datacentre Transformation
sponsored by ComputerWeekly.com
PRESENTATION: Colin Rees, IT Director at Domino’s Pizza explains how a project to move the company data centre into the cloud has transformed its online business.
Posted: 29 May 2012 | Published: 29 May 2012

ComputerWeekly.com

Enterprise CIO Decisions: Building Blocks for a Shared Services Strategy
sponsored by SearchCIO.com
EZINE: The term “shared services” is a hot topic in the minds of many CIOs, but the exact definition of this topic seems to be unclear. Some say it is pooled, virtualized resources and others say it is a centralized IT model. This e-zine discusses the various meanings of shared services, its benefits and the potential downside of service catalogs.
Posted: 23 Mar 2012 | Published: 01 Mar 2012

SearchCIO.com

Creating the hybrid organisation: Making public and private sector organisations relevant in the new economy
sponsored by ComputerWeekly.com
WHITE PAPER: This paper aims to explore the role and relevance of organisations in a future defined by economic uncertainty, changing workforce demographics, globalisation and rapid developments in social and business technologies.
Posted: 24 Oct 2011 | Published: 15 Jun 2010

ComputerWeekly.com

IT Service Management: Optimizing IT performance and delivered business value
sponsored by ComputerWeekly.com
WHITE PAPER: As enterprises expect and demand more from their IT and the organizations that provide it, IT functions need management frameworks and enabling technologies to help to deliver high quality IT services and cost efficiencies, to demonstrate delivered business value, and to increase IT-to-business alignment or integration.
Posted: 24 Oct 2011 | Published: 28 Jun 2010

ComputerWeekly.com

Inventory Optimization for the Consumer Products Industry
sponsored by IBM
WHITE PAPER: Access this resource to discover an inventory optimization strategy that improves service levels and reduces working capital costs through improved inventory planning, adjusts inventory levels through tested planning methods, and facilitates coordinated inventory planning for the entire consumer products supply chain.
Posted: 18 May 2012 | Published: 01 May 2012

IBM

Cloud Provider’s Wish List: The Need for Management and Reporting Tools
sponsored by Visual Network Systems
EGUIDE: Uncover the need for cloud service management and cloud monitoring tools for service providers in this E-Guide from SearchCloudProvider.com. Learn best practices associated with cloud service management, top challenges and solutions, and much more.
Posted: 26 Apr 2012 | Published: 26 Apr 2012

Visual Network Systems

Build the Intelligent, Integrated Enterprise
sponsored by Red Hat
WEBCAST: Watch this webcast to learn how to keep up with the ever-changing consumer demands for new and improved products and services. Discover technologies that can help you build an agile, responsive IT infrastructure so you're able to scale to changing needs and make more strategic business decisions.
Posted: 20 Apr 2012 | Premiered: Apr 20, 2012

Red Hat

Service Virtualization: Reduce the time and cost to develop and test modern, composite applications
sponsored by Hewlett-Packard Company
WHITE PAPER: Read this white paper to learn how developers and testers can leverage service virtualization to reduce software business risk, minimize delays, increase software quality, meet SLAs for performance and quality, maximize team productivity, and support globalization.
Posted: 27 Mar 2012 | Published: 30 Sep 2011

Hewlett-Packard Company

VMware: Virtualizing Your Infrastructure Just Got Easier
sponsored by VCE
WHITE PAPER: Concerns about migration downtime, security, and application service level maintenance have kept many organizations from virtualizing their infrastructure. Read this paper to discover how a converged infrastructure platform can bring you all the benefits of virtualization without the risks typically associated with an implementation.
Posted: 15 Feb 2012 | Published: 15 Feb 2012

VCE

Build Secure, Multitenant Cloud
sponsored by VCE
CASE STUDY: Read this case study to discover the virtualized converged infrastructure that German IT service provider ECKD used to build a secure, multitenant private cloud to provide infrastructure-as-a-service (IaaS) and software-as-a-service (SaaS) to its customers in the religious and public sectors.
Posted: 15 Feb 2012 | Published: 31 Dec 2011

VCE

VCE and VMware: Virtualizing Your Infrastructure Just Got Easier
sponsored by VCE
WHITE PAPER: Concerns about migration downtime, security, and application service level maintenance have kept many organizations from virtualizing their infrastructure. Read this paper to discover how a converged infrastructure platform can bring you all the benefits of virtualization without the risks typically associated with an implementation.
Posted: 15 Feb 2012 | Published: 15 Feb 2012

VCE

Private Cloud E-Zine Volume 2
sponsored by SearchCloudComputing.com
EZINE: This expert e-zine discusses best practices for implementing and managing a private cloud in your enterprise. Gain insights on the complexities the cloud introduces,how to overcome them and the key steps to take to successfully build your private cloud. In addition, learn about advanced tools that can help ease your extensive transition.
Posted: 09 Feb 2012 | Published: 09 Feb 2012

SearchCloudComputing.com

Five Steps to Successful Integrated Cloud Management
sponsored by Hewlett-Packard Company
WHITE PAPER: Read this brief white paper to learn about the benefits your peers are enjoying by expanding their cloud integration, such as faster application provisioning, higher service levels, improved business relationships, and more.
Posted: 25 Jan 2012 | Published: 25 Jan 2012

Hewlett-Packard Company

Cloud Planning and Design: Your Road Map to Success, with Eric Blum
sponsored by BMC-Accenture
PODCAST: If you haven’t already moved to the cloud, it’s time to consider doing so. The global cloud computing market is predicted to increase dramatically. Yet while the pressure is on to join the massive rush to the cloud, doing so without thoughtful planning can create problems. Learn how cloud planning and design can lead to greater success.
Posted: 13 Jan 2012 | Premiered: Jan 13, 2012

BMC-Accenture

Pragmatic ITIL: Bridging the Gulf between Theory and Practice
sponsored by Nimsoft, Inc.
WHITE PAPER: While the consensus around the benefits of ITIL is virtually universal, ITIL initiatives run the gamut – both in terms of costs and benefits. Learn how your service management platform can play a huge role in the degree to which you realize the potential benefits of ITIL in your organization.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

FIVE THINGS YOUR IT TEAM NEEDS TO KNOW ABOUT MONITORING MOBILE APPLICATIONS
sponsored by Hewlett-Packard Company
WHITE PAPER: Mobile applications are radically altering the way businesses operate and how they interact with their employees and customers. Read this paper to learn performance management techniques that will allow you to confidently provide the same high level of service for mobile applications that your legacy applications now deliver.
Posted: 22 Dec 2011 | Published: 31 Oct 2011

Hewlett-Packard Company

Driving the SLM process in ITIL: Why it should be your priority
sponsored by CA Technologies.
WEBCAST: The notion of service level management is fundamental to business success. Why? Because service level management drives customer satisfaction and retention. In this webcast, learn how to meet SLAs through different strategies such as testing, quality control and capacity management.
Posted: 08 Dec 2011 | Premiered: Dec 8, 2011

CA Technologies.

The Total Economic Impact of CA Technologies’ Business Service Insight Solution
sponsored by CA Technologies.
WHITE PAPER: Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more.
Posted: 08 Dec 2011 | Published: 07 Dec 2011

CA Technologies.

PGI halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies
sponsored by CA Technologies.
WHITE PAPER: Keeping up to date with the latest technology is crucial to maintain a competitive edge but with lengthly IT provisioning processes can delay the time-to-market for customer products.  Read this white paper to learn how one company created a cloud-based approach that facilitated business growth by cutting costs and increasing services quality.
Posted: 02 Dec 2011 | Published: 02 Dec 2011

CA Technologies.

Cisco Tidal Assessment Service for SAP Performance
sponsored by Cisco Systems, Inc.
WHITE PAPER: Read this paper to discover how to improve overall application functioning by identifying and remediating performance issues and hidden pain points throughout your SAP environment.
Posted: 23 Nov 2011 | Published: 31 Dec 2010

Cisco Systems, Inc.

The Critical Role of the Network in Supporting Cloud-Based Solutions
sponsored by Cisco Systems, Inc.
WHITE PAPER: This paper focuses on how a communication service provider (CSP) can leverage the investment it has made in deploying a next generation network (NGN) to capitalize on the growing market for Software-as-as-Service (SaaS) solutions.
Posted: 23 Nov 2011 | Published: 23 Nov 2011

Cisco Systems, Inc.

Cloud computing insights from 110 implementation projects
sponsored by IBM
WHITE PAPER: Considering implementing cloud?  See how other companies have approached cloud with the results of this IBM Academy of Technology survey. 
Posted: 15 Nov 2011 | Published: 15 Nov 2011

IBM

Introducing a Capacity Management Maturity Model
sponsored by TeamQuest Corporation
WHITE PAPER: As greater demands are placed on IT for efficiency and productivity, it is becoming more important for IT organizations to adopt more sophisticated business process management methods. Learn about a capacity management approach that allows IT to plan for improved services.
Posted: 12 Oct 2011 | Published: 12 Oct 2011

TeamQuest Corporation

Capacity Management Is Crucial in Virtualized Environments: Without the Right Tools, IT Service Optimization Is Tricky
sponsored by TeamQuest Corporation
WHITE PAPER: Virtualization offers a more flexible solution where resources can be redistributed in accordance with shifting demands. However, virtualization resources add a new abstraction layer to the infrastructure stack, which can complicate IT service optimization. Read on to learn best practices for optimizing IT services in complex virtual environments.
Posted: 10 Oct 2011 | Published: 10 Oct 2011

TeamQuest Corporation

The Key To Cloud And Virtual Computing: Managing And Planning Capacity In 2011 And Beyond
sponsored by TeamQuest Corporation
WHITE PAPER: The flexibility and cost alternatives provided by virtualization, cloud computing and SaaS present organizations with a choice of platforms to run applications or a business service. These computing models highlight the need for a better capacity management process. Learn about effectively managing capacity for improvements in business services.
Posted: 10 Oct 2011 | Published: 10 Oct 2011

TeamQuest 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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