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Monitoring Systems White Papers

Best Practices in Service-Level Management

Overview In this study, 182 middle and executive management respondents from large organizations (average 7,000 users per site) answered 35 questions regarding their business, Web sites, operations and service-level management (SLM) implementations. They were asked to profile a mission-critical service. As part of the study, a survey was conducted on the Web. Five thousand information technology managers and executives from large North American organizations were invited, via email, to participate. The survey tested the impact of 22 factors on user satisfaction. The factors included key measurements of availability and performance, recovery, SLM features (agreements, reporting, measurement, monitoring, and documentation), resource use, and trends in help desk use and software costs. An SLM Rating (scale: 0 to 100) was developed based on the relationships between these factors and user satisfaction.

Further White Paper Details
Publisher	BMC Software	File Format	PDF, requires Acrobat Rdr 5
Date Published	August 2000	Downloads	7
Format	White Papers
Topics	Monitoring Systems, Quality of Service

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Channel:
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Channel:
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Publisher:
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Publisher:
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