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

book cover
Practical Service Level Management: Delivering High-Quality Web-Based Services
By John McConnell, Eric Siegel
Publisher: Cisco Press
Pub Date: January 14, 2004
ISBN: 1-58705-079-X
Pages: 304

Table of Contents  | Index

Measure, manage, and improve the speed and reliability of web services

  • Complete reference for creating relevant, effective Service Level Agreements

  • Detailed discussions of both technical and business performance metrics and their statistical treatment

  • Performance and management implications of various web services delivery infrastructures, including caching and load distribution

  • Discussion of the transport infrastructure, including quality of service (QoS) technology and traffic shaping

  • Instrumentation system design

  • Measurement collection, aggregation, correlation, and use for real-time service level control and reporting

  • Quick problem detection, "triage" problem diagnosis, and root-cause analysis

  • Automated, policy-based system management

  • Load testing, modeling, and capacity planning for web systems

  • Calculation of return on investment for web infrastructure improvements

  • Structured plan for implementation of SLM techniques

The web has become a major vehicle for transforming business processes, but ineffective management of web-based services can result in high costs and user dissatisfaction. Service Level Management (SLM) is therefore a competitive weapon in the web marketplace, providing the tools needed to improve performance and reliability of web services while simultaneously controlling costs.

Practical Service Level Management: Delivering High-Quality Web-Based Services shows you how you can measure, manage, and improve network performance and quality of experience (QoE) for critical web services. Starting with an explanation of SLM and common performance metrics, the book provides detailed discussions of methods to measure and improve performance. Service Level Agreements, instrumentation, performance-improvement technologies, load testing, and long-term planning are all covered in detail. This book provides both technical engineers and non-technical managers with an organized, cohesive plan for measuring, improving, and evaluating the performance of web-based services.

Whether you are delivering services to other businesses or directly to customers, Practical Service Level Management: Delivering High-Quality Web-Based Services walks you through the complete process of designing a balanced solution for your situation. Use it to help design a system with the speed, reliability, and flexibility that are critical success factors for your business.

This book is part of the Networking Technology Series from Cisco Press, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers.

book cover
Practical Service Level Management: Delivering High-Quality Web-Based Services
By John McConnell, Eric Siegel
Publisher: Cisco Press
Pub Date: January 14, 2004
ISBN: 1-58705-079-X
Pages: 304

Table of Contents  | Index

   About the Authors
   About the Technical Reviewers
   Part I.  Service Level Agreements and Introduction to Service Level Management
         Chapter 1.  Introduction
      E-business Services
      Webbed Services and the Webbed Ecosystem
      Service Level Management
      Structure of the Book
         Chapter 2.  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
         Chapter 3.  Service Management Architecture
      Web Service Delivery Architecture
      Service Management Architecture: History and Design Factors
      Service Management Architecture: A General Example
   Part II.  Components of the Service Level Management Infrastructure
         Chapter 4.  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
         Chapter 5.  Event Management
      Event Management Overview
      Basic Event Management Functions: Reducing the Noise and Boosting the Signal
      A Market-Leading Event Manager: Micromuse
         Chapter 6.  Real-Time Operations
      Reactive Management
      Proactive Management
      Automated Responses
      Examples of Commercial Operations Managers
         Chapter 7.  Policy-Based Management
      Policy-Based Management
      The Need for Policies
      A Policy Architecture
      Policy Design
      Policy Product Examples
         Chapter 8.  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
         Chapter 9.  Managing the Server Infrastructure
      Architecture of the Server Infrastructure
      Instrumentation of the Server Infrastructure
         Chapter 10.  Managing the Transport Infrastructure
      Technical Quality Metrics for Transport Services
      QoS Technologies
      Managing Data Flows Among Organizations
   Part III.  Long-term Service Level Management Functions
         Chapter 11.  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
         Chapter 12.  Modeling and Capacity Planning
      Advantages of Simulation Modeling
      Complexity of Simulation Modeling
      Simulation Model Examples
      Capacity Planning
   Part IV.  Planning and Implementation of Service Level Management
         Chapter 13.  ROI: Making the Business Case
      Impact of ROI on the Organization
      A Basic ROI Model
      Soft Benefits
      ROI Case Study
         Chapter 14.  Implementing Service Level Management
      Phased Implementation of SLM
      An SLM Project Implementation Plan
         Chapter 15.  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