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Practical Service Level Management: Delivering High-Quality Web-Based Services

ISBN: 158705079X
EAN: 2147483647

Year: 2003
Pages: 128

Authors: John McConnell, Eric Siegel

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• Practical Service Level Management: Delivering High-Quality Web-Based Services
• Table of Contents
• Copyright
• Acknowledgments
• About the Authors
• About the Technical Reviewers
• Preface
• PartI.Service Level Agreements and Introduction to Service Level Management
• Chapter1.Introduction
• E-business Services
• Webbed Services and the Webbed Ecosystem
• Service Level Management
• Structure of the Book
• Summary
• Chapter2.Service Level Management
• Overview of Service Level Management
• Introduction to Technical Metrics
• Measurement Granularity
• Measurement Validation and Statistical Analysis
• Business Process Metrics
• Service Level Agreements
• Summary
• Chapter3.Service Management Architecture
• Web Service Delivery Architecture
• Service Management Architecture: History and Design Factors
• Service Management Architecture: A General Example
• Summary
• PartII.Components of the Service Level Management Infrastructure
• Chapter4.Instrumentation
• Differences Between Element and Service Instrumentation
• Information for Service Management Decisions
• Instrumentation Modes: Trip Wires and Time Slices
• The Instrumentation System
• Instrumentation Design for Service Monitoring
• Instrumentation Trends
• Summary
• Chapter5.Event Management
• Event Management Overview
• Basic Event Management Functions: Reducing the Noise and Boosting the Signal
• A Market-Leading Event Manager: Micromuse
• Summary
• Chapter6.Real-Time Operations
• Reactive Management
• Proactive Management
• Automated Responses
• Examples of Commercial Operations Managers
• Summary
• Chapter7.Policy-Based Management
• Policy-Based Management
• The Need for Policies
• A Policy Architecture
• Policy Design
• Policy Product Examples
• Summary
• Chapter8.Managing the Application Infrastructure
• Interaction of Operations and Application Development Teams
• Application-Level Metrics
• Transaction Response Time: An Example of Dependence on Lower-Level Services
• Instrumenting Applications
• Summary
• Chapter9.Managing the Server Infrastructure
• Architecture of the Server Infrastructure
• Instrumentation of the Server Infrastructure
• Summary
• Chapter10.Managing the Transport Infrastructure
• Technical Quality Metrics for Transport Services
• QoS Technologies
• Managing Data Flows Among Organizations
• Summary
• PartIII.Long-term Service Level Management Functions
• Chapter11.Load Testing
• The Performance Envelope
• Load Testing Benchmarks
• Load Test Beds and Load Generators
• Building Transaction Load-Test Scripts and Profiles
• Using the Test Results
• Summary
• Chapter12.Modeling and Capacity Planning
• Advantages of Simulation Modeling
• Complexity of Simulation Modeling
• Simulation Model Examples
• Capacity Planning
• Summary
• PartIV.Planning and Implementation of Service Level Management
• Chapter13.ROI: Making the Business Case
• Impact of ROI on the Organization
• A Basic ROI Model
• Soft Benefits
• ROI Case Study
• Summary
• Chapter14.Implementing Service Level Management
• Phased Implementation of SLM
• An SLM Project Implementation Plan
• Summary
• Chapter15.Future Developments
• The Demands of Speed and Dynamism
• Evolution of Management Systems Integration
• Architectural Trends for Web Management Systems
• Business Goals for Service Performance
• Finding the Best Tools
• Summary
• Index
• A
• B
• C
• D
• E
• F
• G
• H
• I
• J
• K
• L
• M
• N
• O
• P
• Q
• R
• S
• T
• U
• V
• W
• X
• Z