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

Service Level Management White Papers

Service Level Agreement (SLA) Boot Camp

Overview Service Level Agreements or "SLA's" are tricky but useful mechanisms for managing the risk of an on-going relationship with IT service providers. Unfortunately, most SLA's that show up in service contracts as worthless, cosmetic paper additions. SLA's can be extremely powerful tools to help the person and the service provider gets the most out of a relationship.

Further White Paper Details
Publisher	Wyomissing Publications	File Format	HTML
Date Published	July 2005	Downloads	15
Format	White Papers
Topics	Service Level Management, Help Desk, SLA

Did you find this white paper useful? 3 out of 4 users found this white paper useful

11 things to consider for File Virtualization

As organizations struggle to cope with the exponential growth of data, especially in the unstructured and decentralized file space, the urgency to gain better control, visibility and transparency of file...

Publisher:
Brocade Communications Systems

GUIDEBOOK: ORACLE'S SIEBEL CRM ON DEMAND

Oracle's Siebel CRM On Demand has leveraged its history and experience in CRM to provide customers with deeper functionality to drive competitive advantage. Nucleus found Siebel CRM On Demand customers...

Publisher:
Oracle

Improving IT service delivery through an integrated approach to software asset management white paper

This white paper describes the challenges of managing software rights in increasingly complex environments and discusses how SAM can make the entire process more efficient. Specifically, it addresses how SAM...

Publisher:
IBM

Tags:
asset management

Flexible IT contains costs, boosts efficiency

Like other midmarket companies today, you're probably focused on cost optimization. In the ForwardView article, "Work smarter, not harder: Flexible IT," experts suggest ways to do more with less. You'll...

Publisher:
IBM

Tags:
infrastructure management

From Trust to Process: Closing the Risk Gap in Privileged Access Control

In this whitepaper, Enterprise Management Associates (EMA) examines this critical issue in IT security administration in light of the BeyondTrust approach to helping businesses move from a trust-based system to...

Publisher:
BeyondTrust

Tags:
infrastructure management

Ethernet promises cheaper broadband

Existing users will move across to the new service as their contracts run out, so the existing equipment will continue in use. In the future, broadband will mean Ethernet to the home, instead of existing ADSL or cable, according to Ericsson.

Channel:
SME Director

IP equals new alliances - get used to it

The Yankee Group says that it is too early to call whether systems integrators or service providers are better placed to win these converged contracts. BT has had a fair amount of success in winning outsourcing contracts.

Channel:
Comment & Analysis
Tags:
c&w,
ict,
equant,
ip

Cisco invests big in Japan

Earlier this month it announced several contracts for the new CRS-1 from Japanese carriers and research institutions, including Softbank, which operates under the Yahoo name and is one of the larger internet service providers in Japan, and the...

Channel:
IT Pro

Before you roll out RFID... read this

Otherwise commonly touted contractual mechanisms such as 'gain share' or 'continuous improvement programmes' will get nowhere. RFID technology could make your business more efficient - or, like any IT project undertaken with a third party, could...

Channel:
LANs
Tags:
olswang,
rfid

Contract flaws increase offshore outsourcing risk

Businesses are increasing the risk of offshore outsourcing disaster by failing to draw up tighter contracts when dealing with overseas service providers, according to analyst Gartner. The most critical areas that need specially adapting for...

Regulators cracking down on outsourcers

This view is a direct result of the faith and reliance that tends to be placed on detailed contracts, work orders, Service Level Agreements (SLA) and the general due diligence and care spent on deciding which service provider to engage with.

Featured White Papers

Harnessing the Power of Location Intelligence in the Public Sector

Throughout the world, public services today are under pressure. The current economic climate, where taxreceipts are naturally suppressed, provides very seriousfunding challenges. Moreover, in good times and bad, increasing regulation at the regional and national level is imposing additional duties and responsibilities on the public services without additional resources to carry them out. Store closures are changing the urban landscape. Demographic and/or economic change isincreasing demand for health and social services.Demand for decreased crime rates is focusing minds in law enforcement. And the threat of internationalterrorism is forcing greater contingency duties on the emergency services. The net result is a need to do more with lessÂ—quite a challenge.

Publisher:
Pitney Bowes

Buyers' Guide - How to ease the shift to mobile working

With momentum building behind mobile working, are higher costs inevitable when moving staff to laptops? Not necessarily. In fact it's possible to emerge with lower management overheads - and tighter security. Read on to find out more.

Publisher:
Intel

IBM Virtualization Services

Virtualization is a powerful technology and can have profound effects on the datacenter; however, it should be viewed as a component of an overall IT strategy that will be able to support the enterprise's needs. IDC recommends that enterprises look at theentire architecture and determine how to best deploy virtualization