Practical Service Level Management: Delivering High-Quality Web-Based Services
Practical Service Level Management: Delivering High-Quality Web-Based Services
ISBN: 158705079X
EAN: 2147483647
EAN: 2147483647
Year: 2003
Pages: 128
Pages: 128
Authors: John McConnell, Eric Siegel
- 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
EAN: 2147483647
Year: 2003
Pages: 128
Pages: 128
Authors: John McConnell, Eric Siegel
- Structures, Processes and Relational Mechanisms for IT Governance
- Integration Strategies and Tactics for Information Technology Governance
- A View on Knowledge Management: Utilizing a Balanced Scorecard Methodology for Analyzing Knowledge Metrics
- Governing Information Technology Through COBIT
- The Evolution of IT Governance at NB Power
- Chapter VII Objective and Perceived Complexity and Their Impacts on Internet Communication
- Chapter VIII Personalization Systems and Their Deployment as Web Site Interface Design Decisions
- Chapter XIII Shopping Agent Web Sites: A Comparative Shopping Environment
- Chapter XIV Product Catalog and Shopping Cart Effective Design
- Chapter XV Customer Trust in Online Commerce