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Service Level Management

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ALSO CALLED: SLM
DEFINITION: Service-level management is the monitoring and management of the quality of service(QoS) of an entity's key performance indicators(KPIs). The key performance indicators range from coarse-grained availability and usage statistics to fine-grained entity-contained per-interaction indicators. Service level management involves comparing actual performance with pre-defined expectations, determining appropriate  … 
Definition continues below.
Service Level Management Reports
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CW Buyer's Guide: Client Computing
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: Computer Weekly looks at Windows 8 and the complexities of mobile working, the benefits to the business of an enhanced user experience and the shift from the 9-to-5 office desk to IT delivered over a variety of devices, anytime, anywhere.
Posted: 03 Jun 2013 | Published: 03 Jun 2013

ComputerWeekly.com

Maximising automation and the industrialisation of IT
sponsored by ComputerWeekly.com
ANALYST REPORT: This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.
Posted: 18 Feb 2013 | Published: 05 Dec 2012

ComputerWeekly.com

Gartner: Best practices for I&O for cloud-readiness
sponsored by ComputerWeekly.com
ANALYST BRIEF: Gartner analysts explain how Infrastructure and Operations (I&O) teams can best prepare for the cloud.
Posted: 14 Jan 2013 | Published: 14 Jan 2013

ComputerWeekly.com

Guide: Maximizing the Value of Cloud for Small-Medium Enterprises
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This guide from the Open Group, helps small and medium sized companies take advantage of cloud computing to develop their business.
Posted: 13 Jun 2012 | Published: 13 Jun 2012

ComputerWeekly.com

Thetrainline.com: Datacentre Transformation
sponsored by ComputerWeekly.com
PRESENTATION: Josko Grljevic, IS Director of thetrainline.com, explains how he cut its IT costs dramatically by virtualising its data centre and moving IT services into the cloud.
Posted: 29 May 2012 | Published: 29 May 2012

ComputerWeekly.com

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

Energizing your return on data investment - SOA as architecture for integration and infrastructure (Presentation Transcript)
sponsored by MuleSoft
PRESENTATION TRANSCRIPT: Read this transcript of internationally recognized service-oriented architecture (SOA) expert and thought leader, best-selling author of Enterprise Application Integration, and CTO and founder of the cloud consulting firm Blue Mountain Labs, David Linthicum's presentation on SOA as the single most valuable architectural basis for the cloud.
Posted: 15 Nov 2012 | Published: 15 Nov 2012

MuleSoft

SysAid IT Success Story: LG Electronics, Canada
sponsored by SysAid Technologies Ltd
CASE STUDY: This case study examines how LG Electronics deployed a new helpdesk solution that allowed them to manage, monitor, and prioritize all of their IT tasks on one powerful platform.
Posted: 06 Sep 2012 | Published: 06 Sep 2012

SysAid Technologies Ltd

Transforming Operations Management Through Service Assurance with EMC
sponsored by EMC Corporation
WEBCAST: This video describes the key capabilities of service assurance and how it can help your organization transform your operational management and ensure the availability and performance of your business applications and services.
Posted: 30 Aug 2012 | Premiered: Aug 30, 2012

EMC Corporation

Data Centre Operational Efficiency Best Practices
sponsored by IBM
RESEARCH CONTENT: In an effort to reduce costs and increase agility, many companies are taking steps to improve data centre efficiency. This white paper presents key findings from new data centre efficiency research and reveals tactics you can execute to optimise resource utilisation, improve service levels, and more.
Posted: 31 Jul 2012 | Published: 01 Apr 2012

IBM

Cloud SLAs: Defining the Right Requirements Up Front
sponsored by Hewlett Packard Enterprise
EGUIDE: This expert e-guide explores essential factors to consider when evaluating a cloud service provider. Discover what to look for and how to voice your requirements up front to ensure you get the most from your cloud environment.
Posted: 13 Jun 2012 | Published: 13 Jun 2012

Hewlett Packard Enterprise

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 Enterprise
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 Enterprise

The Secrets of Shared Services Success
sponsored by SearchCIO.com
EZINE: 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

VMware: Virtualizing Your Infrastructure Just Got Easier
sponsored by EMC Converged Platforms.
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

EMC Converged Platforms.

Build Secure, Multitenant Cloud
sponsored by EMC Converged Platforms.
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

EMC Converged Platforms.

VCE and VMware: Virtualizing Your Infrastructure Just Got Easier
sponsored by EMC Converged Platforms.
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

EMC Converged Platforms.

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 Enterprise
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 Enterprise

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 Enterprise
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 Enterprise

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.
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SERVICE LEVEL MANAGEMENT DEFINITION (continued): … Service-level management is the monitoring and management of the quality of service(QoS) of an entity's key performance indicators(KPIs). The key performance indicators range from coarse-grained availability and usage statistics to fine-grained entity-contained per-interaction indicators. Service level management involves comparing actual performance with pre-defined expectations, determining appropriate actions, and producing meaningful reports.A service-level agreement enables an organization to be assured of a defined amount of stability, reliability, and performance for the provided IT infrastructure. A service-level agreement may complement or be part of policy-based service-level management. Service-level management means that potential problems can be identified (such as gradual performance degradation) and alerts can be created, thereby minimizing the risk of downtime.Service-level management provides a "comfort zone" about the quality of a given infrastructure solution.
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