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- Metrics for IT Outsourcing Service Level Agreements
- A Service Level Agreement SLA is an essential part of any outsourcing project. It defines the boundaries of the project in terms of the functions and services that the service provider will give to its client, the volume of work that will be accepted and delivered, and acceptance criteria for...
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- The Importance of an SLA
- Service Level Agreements SLAs are absolutely vital to any Web host that is serious about operating a full-fledged, legitimate business. Simply put, an SLA is a contract between the host and the customer where the host spells out what they will provide for the client. This not only covers uptime,...
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- How to Evaluate SLA Compliance
- Compliance measurement is essential for any reseller who has purchased Web hosting services under the rubric of a service level agreement. Measurement ensures that higher-level service providers are offering the quality of service agreed upon under the SLA arrangement. While many hosts will provide their own online mechanisms to assist...
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- Migrating SLA 4.0 From a Development Server to a Production Server
- It is always recommended that development be done on one server then migrated to a production server. The Remedy Service Level Agreements application must be installed on the production server and additional workflow is then created as each SLA is created. This presents a problem for those who prefer to...
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- How to Configure Remedy Flashboards for Remedy Service Level Agreements (Remedy SLA)
- This paper will take the reader through the process of configuring Flashboards 6.0 for use within the Remedy SLA application. The paper will explain the procedure of installing components, as well as provide configuration guidelines and recommendations for setting up both the Flashboards and the SLA products for optimal performance.
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- Initiating the SLA Culture
- This paper is based upon the author's experiences in introducing Service Level Agreements SLAs into a large, widely dispersed organisation, which was going through the outsourcing process. The SLA Project set out to introduce a 'Single' SLA with the in-house IT service provider and to establish a single set of...
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- TechTonics Case Study: Service Level Agreements
- TechTonics has worked with a major New Zealand corporation to completely align the service levels provided by their vendors to ensure that they meet the needs of the business. By gathering the business requirements from the individual business departments and distilling these expectations for genuine technical requirements, TechTonics helped to...
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- Taking Advantage of Usage Service Level Agreements in Grid Resource Scheduling
- Challenging issues concerning resource usage can arise within Virtual Organizations VOs that integrate participants and resources spanning multiple physical institutions. Participants may wish to delegate to one or more VOs the right to use certain resources subject to local policy and service level agreements; each VO then wishes to use...
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- Delivering Against SLAs With OpenView
- This webcast discusses the requirements of Service Level Management, the definition of Service Level Agreements, the monitoring of the defined services, and the critical role that OpenView plays in the support of those Service Level Agreements.
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- HP OpenView Network Node Manager 7.5 and Invoq AlarmPoint
- This webcast discusses the requirements of Service Level Management, the definition of Service Level Agreements, the monitoring of the defined services, and the critical role that OpenView plays in the support of those Service Level Agreements.
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- Ignite for Oracle Helps E-commerce Platform Provider Meet its Stringent SLAs
- GSI Commerce is a leading provider of e-commerce solutions that enable retailers, branded manufacturers, entertainment companies and professional sports organizations to operate e-commerce businesses. On an outsourced basis, GSI Commerce provides a comprehensive, integrated and centralized e-commerce platform which includes technology, logistics, customer care and marketing services. Before Thanksgiving 2005,...
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- SLA Terminology
- Service level management is an ill-defined concept, riddled with acronyms that are tossed about without a proper definition of underlying terms. This ambiguity works to the disadvantage of the IT manager or service provider hoping to address it. SLM is often mistakenly equated with Service-Level Agreements SLA, but the two...
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- Service Software Leader Teams With Apropos Technology to Deliver Robust SLA Renewal Rates
- Remedy, a BMC Software company, offers a host of popular IT service management and customer service and support tools. Before 1999, Remedy's own customers who called seeking to resolve issues were handled by a task-oriented issue dispatch team. Team members were tasked with determining which Remedy customer was calling, asking...
- Case studies
- BenefitPoint Uses Mercury to Keep Web Applications Healthy and Enforce SLAs
- Where does the leading provider of online group health insurance back-office software, that garners 100% of its revenues from its Web applications, turn to ensure the best end-user experience and enforce customer Service Level Agreements SLAs? As a highly successful application software provider to the group health insurance industry, BenefitPoint...
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- RAG INFORMATIK GmbH Drives Automation in SLA Management
- RAG INFORMATIK GmbH, one of the largest IT Service Providers in Germany, is firmly committed to raising the degree of automation in Service Level Management. The objective of RAG's automation initiative is "Handling more business without additional IT staff." This required the raw monitoring data to be leveraged for customer-centric...
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- Service Level Agreements for Semantic Web Agents
- This paper proposes an RDF-based language called SWCL to represent contracts, with a focus on service level agreements. The language came about due to a requirement in the research concerning reliable service delivery in domains containing virtual organizations, and the paper describes one such domain. The language is built around...
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- Trust Level Control: Showing Customers Some TLC
- Service Level Agreements SLAs have long been touted as the foundation for any outsourcing relationship between a customer and a service provider. By defining the expected service level and specifying remedies if an SLA is not met, hosting service providers have hoped that SLAs will ease customer fears about outsourcing...
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- Make Sure Your SLA Is Aok
- If one outsource technology functions to an IT Information Technology provider like an ISP Internet Service Provider or ASP Application Service Provider, one needs an SLA Service Level Agreement. An SLA details the service levels one can expect from an outsourcer and the consequences for failing to achieve them. Consequences...
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- What to Look for in a Service Level Agreement
- Imagine typing in the company's Web address and discovering that the site is down. Or what if the entire company lost access to the Internet for even just a few hours. Or perhaps the internal network has crashed, and one can't access important documents on the network. While one can't...
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- Carrier Service-Level Agreements
- A service-level agreement SLA is an informal contract between a carrier and a customer that defines the terms of the carrier's responsibility to the customer and the type and extent of remuneration if those responsibilities are not met.This tutorial is a guide for companies looking to create the ideal SLA...
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