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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  … 

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Service Level Management Reports
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Computer Weekly – 23 July 2019: How Apollo 11 influenced modern computing
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, on the 50th anniversary of the Moon landings we look at the influence Apollo 11 had on modern hardware and software. Our latest buyer's guide examines data protection. And we find out how retailers with physical stores are using technology to respond to the rise of online shopping. Read the issue now.
Posted: 19 Jul 2019 | Published: 23 Jul 2019

ComputerWeekly.com

5 Critical Questions to Ask Your CSP Before Entering an Agreement
sponsored by ProAct
RESOURCE: There are five areas organisations should address at the beginning of every cloud service provider agreement. Read on now to discover those 5 crucial questions to ask a potential CSP before committing to the relationship.
Posted: 26 Jun 2019 | Published: 21 Jun 2019

ProAct

MicroScope – June 2019: Sourcing IT among the clouds
sponsored by MicroScope
EZINE: Outsourcing is changing as the anything-as-a-service model takes off.
Posted: 24 May 2019 | Published: 24 May 2019

MicroScope

MicroScope - May 2019: Packaged services – the global shift towards virtual distribution
sponsored by MicroScope
EZINE: In this month's issue, we cover changes in distribution and the challenges being faced by those aiming to add value.
Posted: 03 May 2019 | Published: 03 May 2019

MicroScope

The Ultimate Guide to As-A-Service: Step-by-Step Advice for Empowering Your Business
sponsored by ConnectWise
EBOOK: This 9-chapter, 70-page e-book serves as your organization's complete guide to establishing as-a-service solutions to expand your service offering. The e-book can be accessed here, with detail information on managing cash flow, getting clients on board with new services, navigating cloud services, and more.
Posted: 24 Sep 2018 | Published: 24 Sep 2018

ConnectWise

Six Steps to Managed Services Success
sponsored by ConnectWise
WHITE PAPER: As a managed service provider, the most uncertain times are when your business is expanding, that's why you need a growth plan. Inside, learn 6 steps to finding success with your managed services.
Posted: 13 Mar 2018 | Published: 19 Feb 2018

ConnectWise

MicroScope - December 2017: Unlock the potential of DaaS
sponsored by MicroScope
EZINE: This month's MicroScope ezine looks at the issues around device as a service (DaaS), the outlook from HP and a report from the UK CompTIA conference.
Posted: 27 Nov 2017 | Published: 27 Nov 2017

MicroScope

Channels to Managed Print Services in Europe
sponsored by ComputerWeekly.com
ANALYST REPORT: Analyst group Quocirca reviews channel-led managed print services (MPS) programmes.
Posted: 06 Jul 2017 | Published: 06 Jul 2017

ComputerWeekly.com

IT outsourcing: What to do when your contract is about to end
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: Outsourcing contracts worth billions are up for renewal in the next few years. In this special report, Computer Weekly examines how unprecedented change is complicating the CIO's renewal decision.
Posted: 03 Feb 2016 | Published: 03 Feb 2016

ComputerWeekly.com

European Channel MPS Priorities
sponsored by ComputerWeekly.com
ANALYST REPORT: Analysts Louella Fernandes and Clive Longbottom examine MPS adoption amongst resellers in Europe, based on original Quocirca research, and discusses the challenges faced as they embark on their MPS journey.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

ComputerWeekly.com

Data Centre Co-location: An easy decision; a difficult choice
sponsored by ComputerWeekly.com
ANALYST REPORT: Analysts Clive Longbottom and Bernt Østergaard offer guidelines for those wanting to move to a co-location facility and who want to make sure their selection procedures cover all the criteria required to make the appropriate choice.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

ComputerWeekly.com

CW Special Report on CA Technologies
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This 9 page special independent report from Computer Weekly, updated for 2014, gives you the facts on CA, its strategy, products and services and financial performance.
Posted: 10 Feb 2014 | Published: 10 Feb 2014

ComputerWeekly.com

Gartner: Time to rethink backup procedures
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and storage managers can realise cost savings and improve their use of backup infrastructure by rethinking their back-up procedures, says Gartner analyst Dave Russell.
Posted: 04 Feb 2014 | Published: 04 Feb 2014

ComputerWeekly.com

Gartner: What CIOs should know about cloud‑based customer service
sponsored by ComputerWeekly.com
ANALYST BRIEF: IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner.
Posted: 25 Nov 2013 | Published: 25 Nov 2013

ComputerWeekly.com

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

Planning for an IoT Enabled Future
sponsored by ServiceMax by GE Digital
EGUIDE: Click into this guide to learn how IoT is shaking up both service management and field services to varying degrees, and learn how you can prepare your digital transformation strategy for an IoT connected future.
Posted: 27 Jun 2017 | Published: 22 Jun 2017

ServiceMax by GE Digital

SaaS CRM Best Practices
sponsored by Microsoft
EGUIDE: This exclusive e-guide discusses the importance of examining a CRM software vendor's ecosystem before signing on the dotted line. Uncover expert tips on how to negotiate the best SaaS service-level agreement for your enterprise.
Posted: 03 Feb 2016 | Published: 01 Feb 2016

Microsoft

Cloud Workloads on the Mainframe
sponsored by IBM
WHITE PAPER: In this resource, you'll explore several distinct advantages of building a cloud using a mainframe, including improved performance and reliability, security, and significant cost savings. Read on now to discover the benefits of a mainframe cloud, detailed use cases, and more.
Posted: 09 Apr 2015 | Published: 09 Apr 2015

IBM

The Forrester Wave: Global Workplace Services, Q1 2013
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: This whitepaper provides a 36-criteria evaluation of workplace services vendors, identifying the 8 most significant global workplace services providers.
Posted: 19 Feb 2014 | Published: 19 Feb 2014

Hewlett-Packard Enterprise

Service Management: Taking Business to the Next Level
sponsored by LabTech Software
EGUIDE: In this e-guide, gain essential knowledge of recent developments around IT services. Read on to learn why success entails more than delivering snazzy services, and why enterprise architects are working to bring SOA and master data management (MDM) efforts together.
Posted: 30 Aug 2013 | Published: 30 Aug 2013

LabTech Software

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
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