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- Swisscom Replaces Paper Process With Dashboard to Monitor SLAs for 200 Systems
- Switzerland's leading telecommunications provider Swisscom wanted a cost-effective dashboard tool to help its employees to monitor compliance issues with Service Level Agreements SLAs without reviewing paper-based reports. Swisscom rejected business analytics solutions from other major vendors because they were over specified, required third-party support, and were expensive to license. Working...
- Tags: SLA, Monitor, Swisscom AG, Dashboard, Microsoft Corp., Service Level Management, It Operations, It service Management
- Case studies 2009-07-01
- Google makes an Outlook plugin to replace Exchange
- Google makes an Outlook plugin to replace Exchangethere's no much life without internet...IMHO, there's no much life without internet link in an office :-) From the other side it'd be cool to have kinda GApps Gateway to queue user messages while in offline. Though it seems very hard to implement.RE:...
- Tags: Service level management, E-mail, Groupware, Outlook Plugin, Google Inc., Google Makes, Microsoft Outlook, SLA, plug-in
- Discussion threads 2009-06-11
- Mainframes provide fast-track access to private cloud benefits for enterprises, process ecosystems
- More evidence of the alignment between mainframes, mainframe automation and management, and cloud computing comes with today's announcement that CA has purchased key assets of Cassatt Corp., maker of service level automation and service level agreement SLA management software. by Dana Gardner
- Tags: SLA, Benefit, Mainframes, Service Level Management, Servers, Hardware, It Operations, It service Management, Dana Gardner
- Blog posts 2009-06-02
- SLA's and the Real World
- There's a solid post by Jevon McDonald (who has long questioned whether there is a viable 'Enterprise 2.0' market) this weekend, titled 'Understanding the role of Enterprise 2.0 and moving towards a Social Business' on the 'Fast Forward' blog, which is focused around the FAST search...
- Tags: SLA, Information Technology, Enterprise 2.0, Jevon, Global Technology Services Division, Oliver Marks
- Blog posts 2009-04-20
- SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence
- Putting customer needs in writing via a Service Level Agreement SLA can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver to customers, thus providing a clear view of what the company must achieve. Yet monitoring compliance with SLAs can be...
- Tags: Business Intelligence, Customer Service, SLA, Service Level Management, It Operations, It service Management
- White papers 2009-04-01
- The race to 99.999 percent uptime: 3Tera ups the cloud SLA ante
- The race to 99.999 percent uptime: 3Tera ups the cloud SLA anteAnd when a Backbone Provider goes down?What good will 5 nines do you then? Putting enterprise, mission critical apps in the hands of an offsite vendor is a gamble. Even productivity apps - imagine no one in...
- Tags: Service level management, 3Tera Inc., uptime, SLA, downtime
- Discussion threads 2009-03-19
- The race to 99.999 percent uptime: 3Tera ups the cloud SLA ante
- Those cloud computing service level agreements are getting better all the time and that's good news for enterprise customers. 3Tera, which offers cloud software and services, unveiled a 99.999 availability service level agreement for its AppLogic Virtual Private Datacenter service. In April, the 3Tera...
- Tags: SLA, 3Tera Inc., Uptime, Service Level Management, It Operations, It service Management, Larry Dignan
- Blog posts 2009-03-19
- Business Services Provider Boosts SLA Compliance
- Gerard Imhoff, the company's Corporate Vice President and Director of Global Infrastructure Services wanted to improve their ability to meet service levels and customer expectations and reduce risk of hardware and software outages. The company implemented an enterprise technology management framework to enable improved collaboration and problem resolution with which...
- Tags: SLA, Hewlett-Packard Co., Business Service, Service Level Management, Tools & Techniques, Manufacturing, It Operations, It service Management, Management
- Case studies 2009-01-01
- Meeting SLAs for the World's Most Demanding Customers With HP Insight Dynamics - VSE
- With 4,000 employees and just under $1 billion in revenue, MICROS Inc. (www.micros.com) is the premier provider of enterprise-wide integrated information technologies for the hotel industry, with over 330,000 installations worldwide in every hotel segment from luxury to budget. MICROS wanted to improve competitive advantage and accommodate growth despite data...
- Tags: SLA, Hewlett-Packard Co., Data Centers, Service Level Management, Strategy, Storage, Hardware, Data Management, It Operations, It service Management, Management
- Case studies 2009-01-01
- Best Practices for Establishing SLAs
- There are a lot of drivers for organizations to adopt SLM, including: pressures from the business and external service providers, compliance with regulations, better risk management, improved quality and performance of business services, demonstrating IT value, improving IT and business accountability, and aligning IT priorities to improve business outcomes. Establishing...
- Tags: SLA, Information Technology, Compuware Corp., Best Practice, Service Level Management, Strategy, It Operations, It service Management, Management
- White papers 2008-12-17
- SLA Requirement Generation and Implementation Algorithm Selection for Service Composition Based on QoS Reference Vector
- Under SOA, composite service is formed by aggregating multiple component services together in given workflow. One key criterion of this research is QoS composition. Most work on service composition focuses on the algorithms about how to compose services according to assumed service level agreement. This paper proposes to strengthen current...
- Tags: SLA, QoS
- White papers 2008-12-11
- Service Level Agreements Policy
- Trying to determine what should be included in the service level agreements between your IS department and your business units? This sample service level agreement outlines service level roles, responsibilities, and objectives between a company's IT department and one of its business areas. Use this policy as-is...
- Tags: SLA, Service Level Management, It Operations, It service Management
- Download resources 2008-11-19
- Are Your End Users Important to Service Level Management?
- The presenter of this webcast shows how to improve Service Level Management SLM. In surveying the service management approaches taken by 389 global IT decision-makers, Forrester research, commissioned by Compuware, found that service-level metrics are very IT-centric and demonstrate little alignment with business needs, measuring the quality of service is...
- Tags: SLA, Compuware Corp., Service Level Management, Service Management, It Services, It Operations, It service Management
- Webcasts 2008-10-29
- Amazon: EC2 is production ready; Will enterprises bite?
- Amazon Web Services EC2 Elastic Compute Cloud service has dropped the beta tag, added a service level agreement and launched Windows and SQL betas and plans a management console. Add it up and it appears that Amazon is giving prospective enterprise customers most of the things they...
- Tags: SLA, Amazon.com Inc., EC2, Windows Instance, Service Level Management, Microsoft Windows, It Operations, It service Management, Operating Systems, Software, Larry Dignan
- Blog posts 2008-10-23
- From Chapter Two: The appliance computing culture
- The distinguishing best practice in application appliance computing is the absence of development programming. by Paul Murphy
- Tags: Workforce Management, Development Tools, Human Resources, Software Development, Software/Web Development, Paul Murphy, SLA, Information Technology, Environment, Best Practice, Appliance Computing, Service Level Management, Data Centers, Mainframes, Strategy, Servers, It Operations, It service Management, Storage, Hardware, Data Management, Management
- Blog posts 2008-10-17
- An SLA Re-Negotiation Protocol
- Service Level Agreements are an essential foundation for the realisation of Business Grids as they provide a mechanism for a service provider to charge a customer for meeting an agreed quality of service. However, once a Service Level Agreement has been formed it may need to be re-negotiated as the...
- Tags: SLA, Service Level Management, It Operations, It service Management
- White papers 2008-10-10
- Service Level Agreement Template
- Trying to determine what should be included in the service level agreements between your IS department and your business units? This sample service level agreement, outlines service level roles, responsibilities, and objectives between a company's IS department and one of its business areas. Use this document as-is...
- Tags: SLA, Service Level Management, It Operations, It service Management
- Download resources 2008-09-30
- Implementation of Virtual Execution Environments for Improving SLA-Compliant Job Migration in Grids
- Commercial Grid users demand for contractually fixed QoS levels. Service Level Agreements SLAs are powerful instruments for describing such contracts. SLA-aware resource management is the foundation for realizing SLA contracts within the Grid. OpenCCS is such an SLA-aware RMS, using transparent checkpointing to cope with resource outages. It generates a...
- Tags: SLA, Environment, Migration, Grid, OpenCCS, Service Level Management, It Operations, It service Management
- White papers 2008-09-15
- Competitive Analysis of Buffer Policies With SLA Commitments
- This paper considers an abstraction of the problem of managing buffers where traffic is subject to service level agreements SLA. The service provider must on one hand deliver all committed packets, and on the other hand can get extra revenue for any excess packet delivered. Using competitive analysis, they have...
- Tags: SLA, Packet, Competitive Analysis, IEEE, Service Level Management, Engineering, It Operations, It service Management
- White papers 2008-09-08
- Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements
- With this new functionality available to customers they can truly embrace ITIL requirements around Service Level Management. XCEND and Incit-technology will continue to work together on providing Altiris customers with the best practices and customizations to meet the very unique needs of customers. This is an Altiris supported solution that...
- Tags: SLA, Altiris Inc., XCEND, ITIL, Service Level Management, Process Improvement, Help Desk, It Services, Service Management, It Operations, It service Management, Quality, Business Operations
- White papers 2008-09-01
White Papers and Webcasts
