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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 Complete Guide to Monitoring Virtualized Environments
sponsored by CA Technologies.
WHITE PAPER: This e-book details the new complications that come with virtualization and offers seven best practices for handling them.
Posted: 31 Jul 2013 | Published: 01 Aug 2013

CA Technologies.

5 Ways That MSPs Can Capitalize on Cloud Opportunities
sponsored by ConnectWise
WHITE PAPER: This insightful white paper details how MSPs can ensure the continued success of their businesses as the popularity of cloud computing continues to grow by offering the kind of indispensible personalized support to their clients that cloud giants can't provide.
Posted: 22 Jul 2013 | Published: 22 Jul 2013

ConnectWise

Business Plan Blueprint: Turn Your Dreams Into Actionable Goals
sponsored by ConnectWise
WHITE PAPER: This eBook and planning worksheet will walk your through the steps to creating a winning business plan and change the way you look at your business immediately!
Posted: 19 Jul 2013 | Published: 19 Jul 2013

ConnectWise

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

Gain Valuable Visibility into your Core Server Resources
sponsored by CA Nimsoft
WHITE PAPER: Learn more about an advanced server monitoring tool that provides a complete view of your core server resources in a single, easy-to-use console. Learn more about how this next-gen platform enables centralized management of remote processes and services for a wide variety of server configurations.
Posted: 28 Feb 2013 | Published: 28 Feb 2013

CA Nimsoft

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

Gartner Outsourcing & Strategic Partnerships Summit 2013
sponsored by Gartner
BROCHURE: The Gartner Outsourcing & Strategic Partnerships Summit 2013 this September allows you to rethink your outsourcing strategies and discuss best practices with your peers to help you achieve the most from your outsourcing efforts.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

Gartner

Realizing integrated interconnected service chain
sponsored by IBM
WHITE PAPER: Access this resource to explore how multi-sourcing and the cloud are changing the role of IT, and how you can realize an integrated, dynamic service chain that benefits the whole enterprise.
Posted: 17 Jul 2013 | Published: 30 Jun 2012

IBM

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 Company
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 Company

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

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

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
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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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