Table of Contents


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

   Copyright
   Acknowledgments
   About the Authors
   About the Technical Reviewers
   Preface
   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
      Summary
         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
      Summary
         Chapter 3.  Service Management Architecture
      Web Service Delivery Architecture
      Service Management Architecture: History and Design Factors
      Service Management Architecture: A General Example
      Summary
   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
      Summary
         Chapter 5.  Event Management
      Event Management Overview
      Basic Event Management Functions: Reducing the Noise and Boosting the Signal
      A Market-Leading Event Manager: Micromuse
      Summary
         Chapter 6.  Real-Time Operations
      Reactive Management
      Proactive Management
      Automated Responses
      Examples of Commercial Operations Managers
      Summary
         Chapter 7.  Policy-Based Management
      Policy-Based Management
      The Need for Policies
      A Policy Architecture
      Policy Design
      Policy Product Examples
      Summary
         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
      Summary
         Chapter 9.  Managing the Server Infrastructure
      Architecture of the Server Infrastructure
      Instrumentation of the Server Infrastructure
      Summary
         Chapter 10.  Managing the Transport Infrastructure
      Technical Quality Metrics for Transport Services
      QoS Technologies
      Managing Data Flows Among Organizations
      Summary
   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
      Summary
         Chapter 12.  Modeling and Capacity Planning
      Advantages of Simulation Modeling
      Complexity of Simulation Modeling
      Simulation Model Examples
      Capacity Planning
      Summary
   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
      Summary
         Chapter 14.  Implementing Service Level Management
      Phased Implementation of SLM
      An SLM Project Implementation Plan
      Summary
         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
      Summary
   Index



Practical Service Level Management. Delivering High-Quality Web-Based Services
Practical Service Level Management: Delivering High-Quality Web-Based Services
ISBN: 158705079X
EAN: 2147483647
Year: 2003
Pages: 128

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