Structure of the Book


The book is divided into four parts:

  • Part I: Service Level Agreements and Introduction to Service Level Management (Chapters 13) Chapter 1 defines the webbed ecosystem, and Chapter 2 defines and discusses SLAs along with typical technical and business process metrics, their statistical treatment, and recommendations for writing SLAs. Chapter 3 outlines both the overall architecture for service delivery on the Web and the overall architecture for managing that delivery. (Additional, detailed examples of technical metrics and management architectures are given in Part II.)

  • Part II: Components of the Service Level Management Infrastructure (Chapters 410) The first group of chapters (47) in this part discusses the details of the service management infrastructure. The group starts with measurement collection and aggregation technologies (Chapter 4) and then continues through the filtering and integration of real-time, measurement-detected events (Chapter 5). It concludes with the use of those filtered events by the operations staff (Chapter 6) and by automated, policy-based management systems (Chapter 7).

    The second group of chapters (810) in this part steps through the major systems used for web service delivery. It looks at the ways they can be used to improve service delivery and also discusses their specific instrumentation needs, using the system management infrastructures described in the first part of this section. Chapter 8 investigates the instrumentation and management of applications and of end-user access devices, such as browsers. Chapter 9 looks at web server systems, including servers, load balancers, and content distribution networks. Finally, Chapter 10 discusses instrumentation and management of the transport infrastructure, including QoS technology and traffic shaping to achieve policy objectives.

  • Part III: Long-term Service Level Management Functions (Chapters 1112) This part covers load testing, modeling, and capacity planning. No management system can provide necessary quality if the web serving system, as a whole, has insufficient capacity.

  • Part IV: Planning and Implementation of Service Level Management (Chapters 1315) Calculation of Return on Investment (ROI) for SLM is critical to the justification and design of an implementation; it's covered in Chapter 13. Chapter 14 provides guidance for using the information in this book to design an SLM system for your particular situation, and the part ends with discussion in Chapter 15 of possible future developments in SLM.




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

flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net