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Implementing an SLM Solution
White Papers They allow SLM (Service Level Management) to be measured and quantified. Service Level Indicators (SLIs) are at the heart of any SLA (Service Level Agreement). Ideally, service level indicators should allow quality to be quantified, reflect users...
[August 26, 2006, 1:00]
ANALYST WEBINAR: Six Steps to Service Level Management Success
White Papers Service Level Management (SLM) is a set of processes designed to align the priorities and budgets of IT with business objectives. This webcast outlines the six steps to SLM success and demonstrates how SLM provides a direct path to Business Service...
[June 15, 2005, 0:00]
TeamQuest and ITIL: Part 4 - Implementing Service Level Management
White Papers 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...
[January 23, 2007, 0:00]
Effective Strategies for Service Management
White Papers The three key objectives of Service Management are to align IT services with current and future needs, improve the quality of IT services delivered, and reduce the long-term cost of service provision.
[August 26, 2006, 1:00]
Building a Winning Service Desk
White Papers The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional...
[May 8, 2009, 4:34]
Business Impact Analytics: Bridging Business Continuity and IT Management
White Papers Service delivery processes consist of service level management, availability management, capacity management, IT financial management, and IT service continuity. The Information Technology and Infrastructure Library (ITIL) documents best practices...
[November 9, 2009, 3:29]
Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements
White Papers 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...
[August 5, 2009, 1:21]
Ready to Create Your IT Service Catalog?
White Papers Adopting an IT catalog of services in alignment with an ITIL based Service Level Management process can optimize service provision to the business while reducing the overall costs of IT service support and delivery.
[April 21, 2006, 1:01]
Delivering Against SLAs With OpenView
White Papers 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.
[March 21, 2006, 23:00]
HP OpenView Network Node Manager 7.5 and Invoq AlarmPoint
White Papers 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.
[April 5, 2006, 0:00]
A Multi-Party Approach to SLA Modeling: Application to WLANs
White Papers A Wireless Management Community (WMC) is composed of a set of Parties and is governed by a charter named the WMC-SLA (Service Level Agreement). This paper proposes a service-driven model for structuring WLANs into overlay networks of interacting...
[August 4, 2006, 1:00]
Improve Service Levels With Meaningful Measurement
White Papers Measuring service levels is one of the most important aspects of Service-Level Management (SLM). In any service organization, a bidirectional services relationship exists: measurement of the service levels that the IT organization or service...
[August 9, 2006, 0:00]
Improve Networked Application Performance Through SLAs
White Papers Successful Service Level Management (SLM) requires a proactive approach, yet today most management teams primarily operate in reactive mode. SLM is a process for controlling the quality of a delivered service in order to consistently meet client...
[July 9, 2009, 0:00]
The Right Way to Set SLAs
White Papers While the SLAs get a lot of press, they are part of the Service Level Management (SLM) process and one need to step back and discuss how SLAs should be arrived at. If the operations environment is not stable, one should start with Change and...
[August 23, 2006, 1:00]
Managing IT Services From the Outside In: Establishing Realistic SLAs to Stabilize the Business Relationship
White Papers The processes and technologies employed to do Service-Level Management (SLM) in IT organizations have changed dramatically in recent years. While the main impact of these improvements so far has been on management of the services and processes that...
[February 10, 2009, 0:20]
Managing and Monitoring a Primary Wireless Network
White Papers Intel IT designed a highly automated approach to managing an enterprise primary wireless LAN, with a focus on service level management and monitoring. Our analysis suggests that our approach will deliver improved service to users while greatly...
[September 6, 2007, 1:00]
Teamquest and ITIL: Part 5 - Implementing Financial Management for IT
White Papers Where Service Level Management (SLM) defines and manages the services, Financial Management determines the costs of services and provides financial accounting support to ensure expenditures fall within approved plans and that funds are well spent.
[January 23, 2007, 0:00]
HP Triple Play Services Activation Solution
White Papers It provides comprehensive, end-to-end service management that integrates seamlessly within the converged, heterogeneous networks operators are deploying. Backed by HP's unmatched legacy of innovation in both IT and telecommunications, as well as...
[August 26, 2006, 1:00]
Moving IT Asset Management From Chaos to Value: Five Stage Process for Evolving IT Asset Management
White Papers Caught between cost and compliance, service levels and outsourcers, IT organizations must take a step back and fully evaluate their asset and service management practices - and make a deliberate effort to evolve those practices to deliver a...
[March 17, 2009, 1:24]
Cisco ANA OSS/BSS Northbound Interface (NBI) White Paper
White Papers Cisco Active Network Abstraction (ANA) is an extensible and scalable product suite residing between the network elements and OSS management applications, providing unified end-to-end service-level management for service provider and large...
[June 12, 2008, 1:01]
