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Service Level Agreements
White Papers An overview of how organisations can discover and assess the service availability and performance delivered by their IT infrastructure and thus set and measure Service Level Agreements.
[September 6, 2005, 16:25]
Service-Level Agreements That Really Work
White Papers This paper presents some helpful tips on how to generate Service-Level Agreements (SLAs) that are mutually beneficial to both the IT department offering them and the user department that monitors them.
[August 23, 2006, 1:00]
Reputation-Based Service Level Agreements for Web Services
White Papers 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...
[March 2, 2009, 20:17]
SLA Description: a Description of Service Level Agreements
White Papers A description of Service Level Agreements. Typically this is done by Service Level Agreements (SLA's), which are formal written contracts developed jointly by the provider of services (IT) and its users.
[September 15, 2003, 17:01]
Quality of Service and Service Level Agreements
White Papers This paper deals with the topic of Quality of Service and describes the Service Level Agreements. When the provisioning and usage of network services is agreed, relevant specifications for the level of the services are also defined.
[August 23, 2006, 1:00]
ContractLog: An Approach to Rule Based Monitoring and Execution of Service Level Agreements
White Papers Service Level Management (SLM) and Service Level Agreements (SLAs) are of growing commercial interest with a deep impact on the strategic and organisational processes as intensified interest in accepted management standards like ITIL or the new...
[March 17, 2006, 0:01]
Extending WS-Agreement for Dynamic Negotiation of Service Level Agreements
White Papers Services in commercial or scientific environments often need to be delivered at guaranteed service level. As the current version of the specification of WS-Agreement provides only a simple, one-step approach for the creation of SLAs the GRAAP...
[February 4, 2009, 23:00]
Optimal Precomputation for Mapping Service Level Agreements in Grid Applications
White Papers Mapping Service Level Agreements (SLA) optimally is to find the most appropriate quality level for each service, so that the overall SLA of a task is achieved at the minimum cost. A complicated task running on the grid system is usually made up of...
[August 23, 2006, 1:00]
Service Level Agreements: Why Bother?
White Papers A service level agreement can be a highly effective tool for helping IT organizations and their customers manage expectations, clarify responsibilities, and objectively assess service effectiveness. Still, given the enormous demands on IT...
[August 28, 2004, 0:00]
Managing Service-Level Agreements With C.A.R.E.
White Papers Service-level management (SLM), with its associated automated tools and methodologies, has emerged as an effective means of ensuring that service level objectives are being met. As corporate IT departments are increasingly taking on the role of an...
[July 31, 2004, 3:00]
Measuring the Service - Metrics for Service Level Management (SLM) and Service Level Agreements (SLAs)
White Papers Basic to any Service Level Agreement (SLA) is the requirement to, actually measure the level of service that is being delivered. The challenge lies in determining which ones to measure in order to reflect that level of service.
[August 14, 2007, 3:42]
Predictive Adaptation for Service Level Agreements on the Grid
White Papers In support of this the paper proposes a Service Level Agreement (SLA) management system including resource reservation and run-time adaptation. Users of Grid systems often need to attach Quality of Service (QoS) information such as time or...
[August 23, 2006, 1:00]
Independently Auditing Service Level Agreements in the Grid
White Papers Service level management of Web and Grid Services is an important issue that has to be solved in order to achieve large-scale deployment of services. This paper presents on-going efforts towards developing an automatic and independent SLA (Service...
[July 16, 2004, 3:00]
Carrier Service-Level Agreements
White Papers A service-level agreement (SLA) is an informal contract between a carrier and a customer that defines the terms of the carrier's responsibility to the customer and the type and extent of remuneration if those responsibilities are not met.
[August 14, 2003, 0:00]
Metrics for IT Outsourcing Service Level Agreements
White Papers A Service Level Agreement (SLA) is an essential part of any outsourcing project. It defines the boundaries of the project in terms of the functions and services that the service provider will give to its client, the volume of work that will be...
[August 14, 2003, 0:00]
Asia-Pacific: Metrics for Service Level Agreements (SLAs)
White Papers This webcast will provide an overview on how to select metrics for an SLA, types of metrics that should not be used, how many metrics are appropriate for an SLA, and sources of data for metrics.
[August 28, 2004, 0:00]
Learn How Batch Impact Management and BMC CONTROL-M/Forecast Achieves Business Service Management and Service Level Agreements
White Papers The presenter of this webcast explains how BMC CONTROL-M/Batch Impact Manager and BMC CONTROL-M Forecast helps companies ensure that Batch Services complete within specified deadlines to meet existing and future Service Levels.
[June 6, 2007, 1:00]
The Importance of Service Level Agreements in Outsourcing Contracts
White Papers Effective SLAs are extremely important to ensure effective outsourcing engagements. The metrics used to measure and manage performance to SLA commitments are the heart of a successful agreement and are a critical factor in long-term success.
[August 23, 2006, 1:00]
How Service Agreement and Service Level Agreements Protect Your Assets and Money
White Papers Service levels to be designated for technical or other performance should be set forth in an exhibit to the agreement and stated in detail; these some times also include financial penalties or rewards.
[August 26, 2006, 0:00]
Slam Dunk! or How to Score Full Points on Performance in Service Level Agreement Management
White Papers Service Level Agreements (SLAs) are used to define the provision of computer services and constrain both the providers and users. The key requirement is to establish achievable performance indicators which can be measured.
[March 2, 2009, 20:20]
