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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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Key Methods for Managing Complex Database Environments
sponsored by Dell Software
WHITE PAPER: A slow relational database can substantially impact the performance of the applications it supports. Discover the key methods for managing complex database environment, and ensure your database stack is operating at optimal levels of performance and availability. Download the white paper today.
Posted: 02 Feb 2011 | Published: 02 Feb 2011

Dell Software

E-Guide: Managed Services FAQ
sponsored by Pillar Data Systems
EGUIDE: In this FAQ guide Erick Simpson, managed services expert, vice president and CIO of Intelligent Enterprise and MSP University, examines what should be included in a managed services agreement, popular pricing models for managed services providers, how to market managed services, and more.
Posted: 07 Mar 2011 | Published: 07 Mar 2011

Pillar Data Systems

Taking a Business Centric Approach to Service Level Compliance
sponsored by Neverfail Group Limited
WHITE PAPER: This paper discusses why it is imperative that Service Level Agreements (SLA) are defined from a business centric perspective and that the most appropriate solution is employed, to ensure that service availability can be delivered enabling compliance with the SLA.
Posted: 14 Feb 2011 | Published: 14 Feb 2011

Neverfail Group Limited

Standardizing IT Service Management - Best Practices Based on HP Experience in ITSM Consolidation
sponsored by Hewlett-Packard Company
WHITE PAPER: This paper explains how HP helps organizations implement effective, cost-efficient service desks and the IT processes that make them work.
Posted: 04 Feb 2011 | Published: 04 Feb 2011

Hewlett-Packard Company

The Evolution of the Data Center and the Role of Virtualized Infrastructure and Unified 3D Management
sponsored by Hitachi Data Systems
ANALYST REPORT: In this paper IDC examines Hitachi's new Virtual Storage Platform and Command Suite management software and explains how they speed the benefits of virtualization and dramatically improve the management of the infrastructure while modernizing the storage architecture.
Posted: 22 Dec 2010 | Published: 21 Dec 2010

Hitachi Data Systems

Presentation Transcript: Backup and Recovery Redesign with Deduplication - Why the Move is On
sponsored by EMC Backup and Recovery Solutions
PRESENTATION TRANSCRIPT: Today's backup challenges include exploding data growth, providing higher service levels, and mitigating business risks, while keeping costs under control.
Posted: 13 Dec 2010 | Published: 13 Dec 2010

EMC Backup and Recovery Solutions

Why Service Level Management is Mission Critical for all IT Service Providers
sponsored by Autotask Corporation
WHITE PAPER: Service Level Management is the process of setting benchmarks for service level performance, measuring that performance and ensuring compliance with your service goals and your customers' expectations. Read this whitepaper to learn how to make the most of your Service Level Management (SLM) tools.
Posted: 10 Dec 2010 | Published: 10 Dec 2010

Autotask Corporation

IBM Service Management for the Intelligent Utility Network
sponsored by IBM
WHITE PAPER: The current utilities environment requires companies to decrease costs while increasing the ability to control utility assets. One key challenge is how to take advantage of new technologies to better manage the delivery of service to customers today and into the future. IBM Service Management for the IUN provides a blueprint for getting started.
Posted: 06 Dec 2010 | Published: 06 Dec 2010

IBM

Integrated Service Management: Visibility. Control. Automation.
sponsored by IBM
BROCHURE: With Integrated Service Management, organizations gain visibility, control and automation across organizational and infrastructure boundaries, making it possible to have an end-to-end view of a business service, effectively manage risk and compliance, and fundamentally change the economics of service delivery—all in support of business objectives.
Posted: 03 Dec 2010 | Published: 03 Dec 2010

IBM

Identify and Leverage Your Existing Service Life Cycles
sponsored by IBM
WHITE PAPER: This executive brief will illustrate the progression of service management since the 1990s, illuminate the hidden service life cycles and discuss how, once they are visible, we can start to make them work — to improve services and better align IT with business objectives.
Posted: 03 Dec 2010 | Published: 03 Dec 2010

IBM

E-Book: A CIO’s Guide to Outsourcing
sponsored by Dimension Data
EBOOK: Access this e-book and learn outsourcing contract danger signs, how to tell if changing vendors is worth the risk, the importance of encouraging innovation and flexibility from providers, and more!
Posted: 01 Nov 2010 | Published: 01 Nov 2010

Dimension Data

Catholic Health East Improves Problem Resolution with CA Oblicore Guarantee
sponsored by CA Technologies.
CASE STUDY: Read this case study to learn how CA Oblicore Guarantee helped Catholic Health East improve IT service levels, simplify reporting and increase 40 percent in problem resolution compliance.
Posted: 19 Oct 2010 | Published: 19 Oct 2010

CA Technologies.

Unified Physical Infrastructure℠ Solutions for the Data Center A Service Management Approach to IT Physical Infrastructure Management
sponsored by Panduit
WHITE PAPER: This white paper discusses how a DCIM solution based on the Unified Physical InfrastructureSM (UPI) approach brings visibility to the physical infrastructure components that support mission critical services. Armed with this solution, data center stakeholders have a more powerful service management toolset and so much more
Posted: 05 Oct 2010 | Published: 01 Sep 2010

Panduit

The Value of Performance Metrics in Managing IT Service
sponsored by CA Technologies.
WHITE PAPER: Read this paper to learn how CA Technologies is helping IT manage changing environments and assure service levels across the enterprise.
Posted: 01 Aug 2010 | Published: 30 Jul 2010

CA Technologies.

Staying Aloft in Tough Times: Why Smart, Innovative Businesses are Turning to Cloud Computing
sponsored by IBM
WHITE PAPER: As IT budgets continue to be stretched, cloud computing is enabling CIOs to do more with less. Virtualization, standardization and other fundamental features of cloud computing are lowering the cost of IT, simplifying IT service management and accelerating service delivery.
Posted: 23 Jul 2010 | Published: 15 Apr 2009

IBM

New Data Protection Strategies
sponsored by IBM
WHITE PAPER: As the demands for data capacity and higher service levels grow, protecting corporate data becomes more challenging. Continuous Data Protection, as discussed in this white paper by Evaluator Group and IBM, can cost-effectively improve security with minimal impact to business.
Posted: 23 Jul 2010 | Published: 20 Jul 2008

IBM

Identify and Leverage Your Existing Service Life Cycles
sponsored by IBM
WHITE PAPER: This executive brief will illustrate the progression of service management since the 1990s, illuminate the hidden service life cycles and discuss how, once they are visible, we can start to make them work — to improve services and better align IT with business objectives.
Posted: 22 Jul 2010 | Published: 22 Jul 2010

IBM

ASG-Discovery and Dependency Mapping (ASG-DDM)™
sponsored by ASG Software Solutions
WHITE PAPER: Understanding which hardware and software components support which business systems is extremely difficult. For many years, the clipboard and spreadsheet appear to have been the tools of choice, with the result that many decisions were made based on outdated and inaccurate information. Read this paper to find out more.
Posted: 25 May 2010 | Published: 25 May 2010

ASG Software Solutions

Presentation Transcript: Global Business Xchanging Shares Results of Proactive IT Operations Implementation
sponsored by BMC Software, Inc.
PRESENTATION TRANSCRIPT: This presentation transcript explores how IT pros can better align their departments with the scope of the business. Learn how business service management can enhance customer service, improve service availability, and optimise performance of critical systems.
Posted: 31 Mar 2010 | Published: 31 Mar 2010

BMC Software, Inc.

Changing the Way Companies Run Their Data Centers
sponsored by Aperture - An Emerson Network Brand
WHITE PAPER: Aperture VISTA revolutionizes data center management with a suite of solutions that delivers a comprehensive, integrated view of enterprise data centers. Aperture VISTA solutions enable organizations to deliver the highest levels of reliable, efficient IT service that truly aligns with business objectives.
Posted: 22 Feb 2010 | Published: 22 Feb 2010

Aperture - An Emerson Network Brand

Aperture Data Collection Process: A Necessity for Realizing the Benefits of DCSM
sponsored by Aperture - An Emerson Network Brand
TECHNICAL ARTICLE: As the data center continues to grow in complexity, the Data Center Service Management (DCSM) discipline is becoming widely adopted by organizations that wish to migrate to higher levels of process maturity. This technical brief will discuss the benefits of using DCSM.
Posted: 22 Feb 2010 | Published: 22 Feb 2010

Aperture - An Emerson Network Brand

ASG's Business Service Portfolio™ Virtualization Management
sponsored by ASG Software Solutions
WHITE PAPER: Read this paper to learn how ASG’s BSP Virtualization Management allows you to continually optimize and monitor the performance health of your entire physical and virtual environment, in addition to discovering application dependencies and reducing VM sprawl.
Posted: 08 Feb 2010 | Published: 08 Feb 2010

ASG Software Solutions

Cloud Computing in Perspective
sponsored by BMC Software, Inc.
WHITE PAPER: Many CIOs recognize the power of cloud computing and are looking to implement the technology in their own IT realms. But with all the noise in the market about cloud computing, how do you know where to begin? Learn how to better improve service delivery to your business with cloud computing.
Posted: 26 Jan 2010 | Published: 26 Jan 2010

BMC Software, Inc.

IT Managers Struggle to Make the Right Service Desk Choice!
sponsored by Numara Software
ANALYST REPORT: Dynamic Markets Research Demonstrates that Nearly All IT Managers' Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price.
Posted: 16 Dec 2009 | Published: 16 Dec 2009

Numara Software

Presentation Transcript: Unified Approach to Managing the Virtual Environment
sponsored by Forsythe
PRESENTATION TRANSCRIPT: In this presentation transcript, learn about a unified approach to IT management. Discover how to decrease complexity introduced by virtualization and cloud computing to ensure optimal performance of your virtual and physical environments.
Posted: 04 Dec 2009 | Published: 04 Dec 2009

Forsythe
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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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