Service Level Management for Enterprise Networks / Edition 1

by Lundy Lewis

Overview

After Service Level Agreements (SLA) are made between IT providers and consumers, expectations and services to be rendered vary widely and standardization is often fragmented. This first-of-its-kind, comprehensive examination of IT Service Level Management provides a much-needed framework for implementing and evaluating Service Level Agreements and helps you avoid common pitfalls.

Product Details

ISBN-13:	9781580530163
Publisher:	Artech House, Incorporated
Publication date:	10/01/1999
Series:	Telecommunications Library Series
Pages:	326
Product dimensions:	6.30(w) x 9.20(h) x 1.00(d)

About the Author

Lundy Lewis is Director of Advanced Research at Cabletron Systems in Merrimack, New Hampshire, where he designs and develops commercial products for the networking community. He holds an M.S. in Computer Science from Renssalear Polytechnic Institute in Troy, New York, a Ph.D. in Philosophy from the University of Georgia and is a member of AAAI, IEEE, and ACM.

Table of Contents

Introduction. Responsibilities of IT Departments. What is Service Level Management? The SLM Process. Variations on the Process. Off-line, Accumulative SLM. Reactive SLM in Real Time. General Architecture. Situation and Evaluating SLM Programs. Hard Challenges in SLM. The Semantic Disparity Problem. The Translation Problem. Deploying SLM Agents. Enterprise Management Platforms. Monitoring Agents. Reporting Tools. How To Integrate Multi-Vendor Applications. Other Considerations in SLM.

Editorial Reviews

Describes state-of-the-art service level management (SLM) methods for business enterprises, telcos, and service providers. Discusses concepts and definitions, then describes the SLM engineering process, starting with requirements and proceeding to architecture, design, implementation, testing, and deployment. Considers the space of possible SLM architectures, and examines SLM technical challenges and solutions. Considers the special case of SLM and electronic commerce, and looks at SLM in relation to the broader picture of modern business and quality of life. Includes chapter summaries, exercises, and discussion questions. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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