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Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing |
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Results 1 - 22 of 22 matches |
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Discover the three key reasons that lead to enterprise downtime and how you can cut your downtime by 50%. See how you can use proactive strategies to avoid these tips in your organization.
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| By : CA APM |
Published Date: Aug 22, 2008 |
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Increasing reliance on web-based applications has had significant implications for both IT staff and business managers. IT’s primary responsibility and ongoing challenge is to provide a reliable high-performance web applications services environment, an environment that ensures the end user’s ability to successfully interact with web applications while enabling IT to meet Service Level Agreements (SLAs). Anything less than superior application performance can have immediate consequences.
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| By : IBM |
Published Date: Apr 05, 2007 |
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Why is it that business and IT teams always seem to be at odds with one another? In this IBM white paper, Macehiter Ward-Dutton, specialists in IT business alignment, give a step-by-step explanation of how to make long-term improvements in the relationship between business and IT.
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| By : IBM |
Published Date: Dec 17, 2007 |
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As new services emerge, point solutions become costly. Even if providers have tools to measure performance, availability and quality of the network and its services, most still lack an understanding of each subscriber’s actual service experience.This white paper discusses how IBM's service quality management solution is designed to address the broad range of telecommunications providers’ requirements for managing both service quality and the customer experience.
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Learn about agent-based versus agentless monitoring approaches to enterprise management, and how a combination of data collection technologies can realize the benefits of both.
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| By : IBM |
Published Date: Sep 28, 2007 |
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This white paper discusses how The IBM Tivoli® Netcool® customer experience management solution offers the ability to monitor all aspects of the customer experience, to help increase satisfaction, reduce service calls, monitor the performance of new and existing services and device types — and help operations identify which issues have the greatest impact on valuable enterprise customers. It delivers the visibility you need to improve the customer experience as they interact with different aspects of your business — to help increase loyalty and drive new revenue opportunities.
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| By : CA WA |
Published Date: Oct 18, 2006 |
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While companies cope with increasing demands for speed from their customers, shareholders and customers alike demand that they make these changes cheaply, with minimal risk and with as few people resources as possible. Is there any way to meet these challenges? Take another look at modern enterprise job scheduling to see how it enables the real-time environment (RTE).
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In Quest’s new white paper, learn how to implement a solid data protection, recovery, compliance and e-discovery strategy for your critical e-mail data.
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| By : IBM |
Published Date: Jun 25, 2007 |
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Managing compliance is a huge challenge for companies, straining IT resources needed to meet service level agreements. To overcome these challenges, IT must support the objectives of your business. This white paper describes how IBM Service Management does just that. It defines and monitors IT governance and compliance management in a repeatable manner across businesses of any size.
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This white paper discusses how to develop a service catalog, leveraging ITIL and CobiT best practices, and lays out eight steps towards developing one, beginning with taxonomy via service definitions and addressing services and service 'families'.
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| By : Bocada |
Published Date: Oct 21, 2005 |
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The paper then reveals a methodical, step by step process for implementing an SLA, from drawing up the initial requirements, to using the SLA to drive continuous improvements that are squarely focused on strategic business value.
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| By : newScale |
Published Date: Aug 06, 2007 |
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Demand for IT services is outpacing the growth of IT budgets. The business constantly requests new services, requires higher service levels, and expects more consistent service delivery. With supply constrained, the only solution is to manage this demand more effectively. The new version of ITIL prescribes essential changes to help IT and the business tackle this difficult task.
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| By : HP |
Published Date: Dec 12, 2006 |
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This white paper explores the advantages of Operational ITSM- through incremental and continual improvement of service management practices on an ongoing basis. IT organizations must evolve into trusted service providers that adapt quickly, offer cost-effective, reliable, and flexible services to meet today's business initiatives. This evolution is not easy. It requires that the IT organization adopt an IT Service Management (ITSM) framework. Operational ITSM provides an incremental approach for companies that may not have the resources to finance and staff a large ITSM project.
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| By : Quocirca |
Published Date: Nov 26, 2007 |
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The extremely competitive nature of the financial services industry today and the changing landscape of customer expectations and their approach to investing in financial products, puts an onus on suppliers to consider how well they are dealing with new and existing customers’ business transactions.
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| By : MASERGY |
Published Date: Jul 03, 2007 |
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Organizations of all sizes are evolving to an enlightened, business-focused method of choosing network services and service providers called Total Customer Experience (TCE). This white paper describes the evolution toward a TCE approach and the benefits and clarity that TCE brings to the marketplace.
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| By : IBM |
Published Date: Sep 28, 2007 |
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To grow your subscriber base, reduce churn and control costs, it is imperative that you achieve and maintain a deep understanding of the customer experience throughout your organization. This white paper highlights IBM Tivoli® Netcool® Service Quality Manager Service Solutions — how it can change the way telecommunications providers are taking new services to market and helping to crystallize.
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Service-Oriented Architecture (SOA) promises significant benefits to today's organizations. Successfully delivering SOA benefits, especially Business Agility and Component Reuse, will be dependant on the Test Approach that your organization adopts to implement your SOA.
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CIOs today are being called upon to interpret business strategy and priorities, then add value through information technology initiatives. At a time when "critical to the business" translates to "mission-critical IT", how do you ensure end-to-end availability and reliability of the IT resources that enable your company’s essential business processes.
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| By : newScale |
Published Date: Nov 13, 2007 |
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This white paper is intended to share some of those lessons learned and suggesting ways you can achieve success by avoiding the most common pitfalls. But before we talk about the typical mistakes in creating a Service Catalog, let’s briefly review its purpose.
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Today's enterprises depend on the availability and performance of their mission-critical business services. If these services suffer from degradations in performance or fail completely, companies are subject to lost revenues and decreased customer satisfaction. In order to avoid these undesirable outcomes, IT departments must adopt effective monitoring strategies without actually making problems worse.
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| By : CA NVM |
Published Date: Apr 29, 2008 |
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End-to-end performance management and flexible provisioning is at the heart of premium service offerings. With its strong position in the Business Service Management space, CA provides the solutions for service providers to manage VPNs proactively for consistent SLA compliance. MPLS VPNs, combined with QoS, give service providers a competitive advantage by managing both classes of service and applications. Information exchange with Operational Support Systems accurately keeps up with customer network changes and additions.
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Properly implemented, service catalogs can help IT run as a business - not just "like" a business. They improve communication, provide users with easier access to IT services, and enable measurement-driven continuous process improvement. This white paper shows you how to achieve a successful service catalog implementation on BMC Remedy and extend the benefits of service catalogs across functional areas.
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