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- Improve Service Levels With Meaningful Measurement
- Measuring service levels is one of the most important aspects of Service-Level Management SLM. If one cannot accurately measure service levels, one will never be able to improve them. Managing something that is not being measured is not only difficult, it is impossible to quantify success without proof points verifying...
- Tags: Service Level, Service Management, Service Level Management, It Operations, It service Management
- White papers
- IT support metrics
- Hi,Does anyone have any metrics I can use for tech support pricing? Assuming $x per hour normal hourly billing, how much should I charge for a monthly contract? What kind of variables do I want to look at?Thanks!what kindda supporthi, are you dealing in hardware or software or both....
- Tags: aphilips@..., billing, hardware, it management
- Discussion threads 2004-11-03
Additional Resources
- 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
- Measuring the Service - Metrics for Service Level Management (SLM) and Service Level Agreements (SLAs)
- Basic to any Service Level Agreement SLA is the requirement to, actually measure the level of service that is being delivered. However, there are hundreds, or even thousands of possible variables, that could be measured. The challenge lies in determining which ones to measure in order to reflect that level...
- Tags: SLA, Service Level Management, Service Management, It Operations, It service Management
- Webcasts
- Implementing an SLM Solution
- Service Level Indicators SLIs are at the heart of any SLA Service Level Agreement. They allow SLM Service Level Management to be measured and quantified. Ideally, service level indicators should allow quality to be quantified, reflect users' pain points and priorities, include detailed measurements for availability, performance and accuracy, take...
- Tags: SLA, Service Level Management, Service Management, It Operations, It service Management
- White papers 2004-04-06
- Improving Service Levels by Implementing Service level Management- A practical Guide
- Given the complexity and dynamic nature of today's IT enterprises, achieving the high levels of service users’ demand is a considerable challenge. This white paper details the aspects of Service Level Management in addition to explaining how to maintain a high service level with few resources.
- Tags: BMC Software Inc., Remedy Corp., Service Level Management, Service Management, It Management, It Operations, It service Management
- White papers
- 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
- 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
- Service Level Management: Best Practices White Paper
- This document describes service level management and service level agreements SLAs for high availability networks. It includes critical success factors for service level management and performance indicators to help evaluate success. The document also provides significant detail for SLAs that follow best practice guidelines identified by the high availability service...
- Tags: High Availability, Best Practice, Service Level Management, Service Management, It Operations, It service Management
- White papers
- 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
- The Overlooked Process - SLM
- The most overlooked process, the Cinderella of all Processes, is the Service Level Management SLM. Service Level Management is the process of planning, coordinating, drafting, agreeing, monitoring and reporting on Service Level Agreements SLAs, and the ongoing review of actual service achievement to ensure that the required and cost-justifiable quality...
- Tags: Jupitermedia Corp., Service Level Management, Service Management, It Operations, It service Management
- White papers 2004-08-23
- 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
- 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
- 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
- Service Level Management: Optimizing Your OSS for SLA Delivery
- As the Telecommunication world move from the circuit switching to packet switching and from the dedicated circuit to IP VPN, QoS, Service Level Management is becoming more and more vital when the service provider deals with customers. This paper presents the architecture and design of an integrated and automated Service...
- Tags: SLA, University Of Toronto, Service Level Management, Service Management, It Operations, It service Management
- White papers 2004-10-19
- Q-GSM: A QoS Oriented Grid Service Management Framework
- Effective and efficient Quality of Service QoS management is critical for a service grid to meet the requirements of both grid users and service providers. This paper introduces a scalable framework of service management in grid environment to guarantee the QoS of grid services. Several characters of this framework are...
- Tags: Service Management, QoS, Framework, Service Level Management, It Services, It Operations, It service Management
- White papers 2005-03-22
- Service Level Agreement (SLA) Boot Camp
- Service Level Agreements or "SLA's" are tricky but useful mechanisms for managing the risk of an on-going relationship with IT service providers. Unfortunately, most SLA's that show up in service contracts as worthless, cosmetic paper additions. SLA's can be extremely powerful tools to help the person and the service provider...
- Tags: SLA, Service Level Management, It Operations, It service Management
- White papers 2005-07-01
- 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
- 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
- A New Imperative: Total Service Quality Management for Wireline and Wireless Environments
- The concept of Total Service Quality Management is essential for companies competing in today's fixed-line, data services and wireless telecommunications markets. This approach to service quality management consolidation and aggregates end-to-end service level data in real time to enable proactive management of service quality. It automates the process...
- Tags: Hewlett-Packard Co., Quality Management, Service Quality, Wi-Fi, Service Level Management, Wireless, Telecommunications, It Operations, It service Management
- White papers 2004-08-27
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