You are here: silicon.com > Resources > White Papers > IT Management > IT Infrastructure > Service Level Management

Service Level Management White Papers

Criteria for a service level agreement

Overview An SLA is a give-and-take relationship between IT and users, allowing IT to get an accurate picture of user needs, to establish realistic expectations, and to allocate the proper resources to deliver the required level of service. This sample document offers a framework for developing an SLA that defines key service requirements—system availability, problem management, and support services—along with problem severity definitions, call response times, status call contacts, and escalation contacts.

Further White Paper Details
Publisher	TechRepublic	File Format	Other Download
Date Published	March 2005	Downloads	51
Format	Downloads
Topics	Service Level Management, SLA

Did you find this white paper useful? 2 out of 2 users found this white paper useful

Firms offered service level tracking

Summers said SLA Watchdog allows companies to measure whether they are achieving agreed response times and levels of customer services. Workflow company, BEI Metastorm has launched a tool to enable companies to track service level agreements (SLA...

Channel:
Applications

Net shoppers frustrated by poor response times

Forrester asked 50 business-to-business companies about their online customer service strategies and found that 'lower tier' response strategies such as email queries are failing to adequately deal with the majority of customer questions.

Channel:
Applications

The Bloor Perspective: Coffee gets wired, the ebusiness porn model, and ASP SLAs

The contract should define the commercial and legal aspects of the agreement while the SLA defines what service is being provided. The SLA should be a separate document from the contract, although it may appear as a schedule within a contract.

Channel:
Comment & Analysis

The Bloor Perspective: The Microsoft settlement, the NTL challenge, and SLAs

SLA checks and balances* Nonetheless, these tools must be used with discretion and it is essential that some basic questions be asked before SLA monitoring takes place. Some of the companies that can supply SLA monitoring tools include CA and HP...

Channel:
Comment & Analysis

Standards group tackles XML documents

The document definitions were drawn primarily from business-to-business experts and OASIS members CommerceOne and SAP as well as the ebusiness standards work done around ebXML, according to OASIS.ebXML is a jointly sponsored effort by OASIS and...

SAP muscles into the CRM arena

The new service, priced at $75 per user per month, will offer such features as tools designed to be easily configured to manage sales, customers and contacts, and will offer synchronisation to integrate desktop productivity applications.

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.

Publisher:
IBM

Also on silicon.com

Site Navigation:

Service Level Management White Papers

Criteria for a service level agreement

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific