Practical Service Level Management: Delivering High-Quality Web-Based Services

Learn how to improve your web-based services through practical service level management Gain a comprehensive understanding of Service Level Management (SLM) and how its elements relate to each other Learn from a respected and experienced expert in the field of Service Level Management Build future SLM programs specific to your organizational needs from the action plans provided The web-services that a company provides are not just for the benefit of 'surfing' e-customers. These services are used by employees, business managers, companies, and customers alike. Improving the service provided in these web-based services goes far beyond a web-site facelift. It goes down deep to the network and its ability to provide data and services in the timely and appropriate fashion. Some companies know this, few have been able to capably identify and solve ways to improve this delivery. So what is Service Level Management? It is a method where organizations can assess, monitor, and improve network performance for critical applications. The process allows them to set reliable benchmarks for the network, and to show performance in a manner that both IT professionals and non-technical management can understand. "Practical Service Level Management: Delivering High-Quality Web-Based Services" takes the reader through the steps needed to improve Service Level Management (SLM). Starting with an explanation of SLM and the components commonly involved, the reader is then provided with a a review of how to go about identifying SLM problems, how to creatively come to solutions for those problems, and then how to go about enacting those solutions. With guidance from one of the most respectedauthorities in the industry, readers learn from an expert whose background goes back 35 years to the very founding of the ARPANET, the pre-cursor to the internet. John McConnell, the principal analyst of McConnell Associates, has over 35 years experience in networking, beginning with the development of the ARPANET and the internet. Cited as "one of the most frequently quoted and influential networking analysts" John has had clients throughout North America, Europe, Asia, and the Middle East. As an expert in systems and network management, John is the author of a number of white papers. His company focuses on the service level and e-business management areas such as policy-based management, measurement, and business-focused solutions.