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- Defining Steady-State Service Level Agreeability Using Semi-Markov Process
- The ability of the servers to deliver services to the clients according to pre-defined agreements is becoming an important requirement. These pre-defined agreements are sometimes referred to as Service Level Agreements SLA. In most practical cases, these agreements are based on the response times observed by the customer. This service...
- Tags: SLA, Duke University, Agreement, Service Level Management, It Operations, It service Management
- White papers 2006-03-27
- Using SLA for Resource Management and Scheduling - A Survey
- Service Level Agreements may be used to establish agreements on the quality of a service between a service provider and a service consumer. The roles of service provider and service consumer may realised in different shapes ranging from individuals to institutions, software agents or other systems acting on behalf of...
- Tags: SLA, Survey, Fraunhofer-Gesellschaft, Service Level Management, It Operations, It service Management
- White papers 2007-06-18
- Service Level Agreements on IP Networks
- This paper provides an overview of service-level agreements in IP networks. It looks at the typical components of a service-level agreement, and identifies three common approaches that are used to satisfy service level agreements in IP networks. The implications of using the approaches in the context of a network service...
- Tags: SLA, Network, IP, IP Network, Service Level Management, Networking, Telecommunications, It Operations, It service Management
- White papers 2004-03-30
- Reputation-Based Service Level Agreements for Web Services
- Most web services need to be contracted through service level agreements that typically specify a certain Quality of Service QoS in return for a certain price. The authors propose a new form of service level agreement where the price is determined by the QoS actually delivered and show that such...
- Tags: Web, SLA, QoS, Web Service, Service Level Management, It Operations, It service Management
- White papers 2005-11-09
- Service Level Agreements
- An overview of how organisations can discover and assess the service availability and performance delivered by their IT infrastructure and thus set and measure Service Level Agreements.
- Tags: SLA, Service Level Management, It Operations, It service Management
- White papers 2004-12-01
- SLA Description: a Description of Service Level Agreements
- A description of Service Level Agreements. What are they, why are they needed, what are they comprised of, and how to create and implement them. The primary objective of an organization's Information Technology IT department is to provide computing services that meet the business requirements of its...
- Tags: SLA, Information Technology, Service Level Management, It Operations, It service Management
- White papers 2002-01-22
- Quality of Service and Service Level Agreements
- In order for advanced applications in modern computer networks to function satisfactorily, there is often the need for a guaranteed network performance and guaranteed values for several network parameters. When the provisioning and usage of network services is agreed, relevant specifications for the level of the services are also defined....
- Tags: SLA, QoS, Network, Service Level Management, Networking, It Operations, It service Management
- White papers 2006-07-28
- Efficient Monitoring of Web Service SLAs
- Web services are increasingly used in inter-organizational settings. If an organization depends on the service quality provided by another organization it often enters into a bilateral Service Level Agreement SLA to precisely determine service quality and permitted service use. SLAs then also determine penalty payments as risk mitigation against poor...
- Tags: Web, SLA, Web Service, Monitoring, Service Quality, University College London, Service Level Management, It Operations, It service Management
- White papers 2007-02-03
- 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.
- Tags: SLA, Hewlett-Packard Co., HP OpenView, Service Level Management, Utility Computing, It Management, It Operations, It service Management
- Webcasts
- Semantic WS-Agreement Partner Selection
- In a dynamic service oriented environment it is desirable for service consumers and providers to offer and obtain guarantees regarding their capabilities and requirements. WS-Agreement defines a language and protocol for establishing agreements between two parties. The agreements are complex and expressive to the extent that the manual matching of...
- Tags: Agreement, WS-Agreement
- White papers 2006-05-23
- Meeting Service Levels: For External Service Providers and Internal Departments
- This paper discusses how service providers outside organizations and internal departments, such as operations and maintenance; can increase accountability and performance by adopting service level agreements with their "Customers." This paper provides an explanation on how technology solutions can support ITIL concepts, provide Service Level Agreements and manage to meet...
- Tags: SLA, MRO Software Inc., Service Provider, Service Level Management, Business Services, ITIL, It Services, It Operations, It service Management
- White papers 2006-07-01
- TeamQuest and ITIL: Part 4 - Implementing Service Level Management
- Service Level Management SLM is probably the most important set of processes within the ITIL framework. SLM processes provide a framework by which services are defined, levels of service required to support business processes are agreed upon, Service Level Agreements SLAs and Operational Level Agreements OLAs are developed to satisfy...
- Tags: SLA, TeamQuest Corp., Service Level Management, Service Management, ITIL, It Management, It Operations, It service Management, It Services
- White papers 2006-01-18
- 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.
- Tags: SLA, Hewlett-Packard Co., Network, HP OpenView, Service Level Management, Utility Computing, It Management, Service Management, It Operations, It service Management
- Webcasts
- Service Delivery Management: Solutions for Telecom
- The process of managing service delivery in the telecom sector is becoming increasingly difficult. Oblicore provides service delivery management software and best practices for service level and business service management to many of the world's best known telecommunications carriers. This paper provides insight into the range of services and service...
- Tags: SLA, Oblicore, Telephony, Service Level Management, Telecom & Utilities, Telecommunications, Networking, It Operations, It service Management
- White papers 2006-05-12
- Employing Intelligent Agents to Automate SLA Creation
- Service Level Agreements SLAs are commonly prepared and signed agreements that form the contracts between a service provider and its customers, defining the obligations and liabilities of the parties. Naturally, SLAs should reflect the business needs of both customer and supplier. SLAs are usually formed through either the adoption of...
- Tags: SLA, Agent, Intelligent Agent, Agreement, University Of Western Ontario, Service Level Management, It Operations, It service Management
- White papers 2007-01-31
- Service Level Management: Mastering Concepts & Strategies
- Developing and implementing a Service Level Management SLM methodology and associated Operating Level Agreements OLAs and Service Level Agreements SLAs can be among the most challenging, time-intensive tasks that you will undertake in your IT Enterprise and your Service Desk. This presentation addresses what it takes for you to determine...
- Tags: Service Desk, Strategy, Service Level Management, Service Management, It Operations, It service Management
- Webcasts
- Web Service Level Agreement (WSLA) Language Specification
- This paper describes the specification language for service level agreements for Web Services, the Web Service Level Agreement WSLA language. WSLAs are agreements between a service provider and a customer and as such define the obligations of the parties involved. Primarily, this is the obligation of a service provider to...
- Tags: Web, Web Service, Specification, Web Services, Channel Management, Business Services, Enterprise Software, Software, Marketing
- White papers 2003-01-28
- Improving Workflow Execution Through SLA-Based Advance Reservation
- In SOA-based Grid environments service provider and service consumer usually do not know each other. In order to establish a business relation they must inter alia create a trust relationship, and set up mechanisms to create reliable, verifiable, and, at least in a commercial environment, also audible agreements with respect...
- Tags: SLA, Service Level Management, Service-Oriented Architecture (SOA), It Operations, It service Management, Web Services, Enterprise Software, Software
- White papers 2006-12-29
- Mapping ProactiveNet to ITIL Service Level Management Disciplines
- The IT Infrastructure Library ITIL framework offers IT organizations a methodology to achieve that goal by linking business perspectives with IT infrastructure management. Service Level Management SLM is one of several disciplines outlined by ITIL. ITIL advocates adoption of Service Level Agreements SLAs, which are written agreements between business units...
- Tags: ProactiveNet Inc., Information Technology, Agreement, ITIL, Process Improvement, Service Level Management, It Services, Service Management, Quality, Business Operations, It Operations, It service Management
- White papers 2005-05-19
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