| | 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 |