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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
Authors:
John McConnell
,
Eric Siegel
BUY ON AMAZON
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
Practical Service Level Management: Delivering High-Quality Web-Based Services
ISBN: 158705079X
EAN: 2147483647
Year: 2003
Pages: 128
Authors:
John McConnell
,
Eric Siegel
BUY ON AMAZON
Crystal Reports 9 on Oracle (Database Professionals)
Oracle Structures
Optimizing: The Crystal Reports Side
Other Tips
The Crystal Repository
Appendix A Common Issues
Building Web Applications with UML (2nd Edition)
Summary
Java Applets
Activities
Integrating with Content Management Systems
Overview
Developing Tablet PC Applications (Charles River Media Programming)
Object-Oriented Programming with VB .NET
Math and Random Number Functions in VB .NET
Tablet PC Full Screen Utility
Power Management for the Tablet PC
3D Rendering with OpenGL and DirectX 9
Postfix: The Definitive Guide
Introduction
Queue Tools
Postfix Anti-Spam Example
Transport Layer Security
C.6. Common Problems
The Java Tutorial: A Short Course on the Basics, 4th Edition
First Steps (MacOS)
How Do These Concepts Translate into Code?
Summary
And the Rest…
Integrated Development Environments
Quantitative Methods in Project Management
Introduction to Probability and Statistics for Projects
Organizing and Estimating the Work
Risk-Adjusted Financial Management
Quantitative Time Management
Quantitative Methods in Project Contracts
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