Download or read book The Complete Guide to IT Service Level Agreements written by Andrew Hiles and published by Rothstein Associates Inc. This book was released on 2002 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements and 2000 Second Edition.

Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Download or read book Service Level Agreements written by Andrew Hiles, Hon FBCI, EIoSCM and published by Rothstein Publishing. This book was released on 2016-06-01 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators. The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!

Download or read book The Complete Guide to IT Service Level Agreements written by Andrew Hiles, Hon FBCI, EIoSCM and published by Rothstein Publishing. This book was released on 2016-06-01 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most suppliers lose around 16% of their customers each year. The reason? Poor service — whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome these gulfs. A Service Level Agreement can create harmony between parties and can prevent disputes between customers and suppliers. It can justify investment and identify the "right" quality of service. It can mean the difference between business success and failure. SLAs are potentially a strategic tool to align all support services (particularly IT) directly to business mission achievement. In the past, few organizations used them in this way. Armed with this book and the companion SLA FRAMEWORK, more and more businesses are now succeeding. Where are SLAs going? Increasingly business-focused. Increasingly measured in real-time. Simple documents that cover complex service infrastructures. Providing a competitive edge. Embracing penalties. The brave, who commit to tight SLAs and perform against them will win the commercial spoils. This book provides the knowledge and tools based on fifteen years of intensive development to ensure your enterprise is among the winners.

Download or read book Practical Service Level Management written by John McConnell and published by Cisco Press. This book was released on 2004 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Measure, manage, and improve the speed and reliability of Web services with this complete reference for creating relevant, effective Service Level Agreements. Starting with an explanation of SLM and common performance metrics, the book provides detailed discussions of methods to measure and improve performance.

Download or read book Service Level Agreements By Andrew Hiles Hon FBCI EloSCM written by Andrew Hiles, Hon FBCI, EIoSCM and published by Rothstein Publishing. This book was released on 2016-06-01 with total page 1005 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an ideal business climate, all your service level agreements would align perfectly with business goals. Your company’s vision, definitions, requirements, and performance measurement would be clear. But in today’s fast-paced, complex world of outsourcing, you could use some help to make that a reality. Look no further! In A Rothstein Publishing Collection: Service Level Agreements, four key books by Andrew Hiles combine to help you achieve effective agreements. Andrew Hiles draws on decades of experience to guide you in achieving service level agreements (SLAs) that are not simply legal documents, but are strategic business-centric tools that can lead to enduring, satisfying, and profitable relationships between customer and supplier. In this four-book package, you will receive a step-by-step guide to designing, negotiating, and implementing SLAs in your organization: Service Level Agreements: Winning a Competitive Edge for Support & Supply Services The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs E-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and Outsourcing Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers These books include checklists, samples, statistics, and real-world case studies that will help you to: • Create clearly written SLAs that are unambiguous, comprehensive, and enforceable. • Balance service costs against quality for business advantage. • Provide the level of service that meets the expectations of customers and keeps them loyal. • Apply quality assurance techniques to the SLA to identify the right quality of service. • Prevent disputes between customers and suppliers. • Avoid catastrophic losses and day-to-day headaches.

Download or read book Implementing Service Level Objectives written by Alex Hidalgo and published by O'Reilly Media. This book was released on 2020-08-05 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although service-level objectives (SLOs) continue to grow in importance, there’s a distinct lack of information about how to implement them. Practical advice that does exist usually assumes that your team already has the infrastructure, tooling, and culture in place. In this book, recognized SLO expert Alex Hidalgo explains how to build an SLO culture from the ground up. Ideal as a primer and daily reference for anyone creating both the culture and tooling necessary for SLO-based approaches to reliability, this guide provides detailed analysis of advanced SLO and service-level indicator (SLI) techniques. Armed with mathematical models and statistical knowledge to help you get the most out of an SLO-based approach, you’ll learn how to build systems capable of measuring meaningful SLIs with buy-in across all departments of your organization. Define SLIs that meaningfully measure the reliability of a service from a user’s perspective Choose appropriate SLO targets, including how to perform statistical and probabilistic analysis Use error budgets to help your team have better discussions and make better data-driven decisions Build supportive tooling and resources required for an SLO-based approach Use SLO data to present meaningful reports to leadership and your users

Download or read book Improving Service Level Engineering written by Roland Schütze and published by Springer. This book was released on 2017-07-20 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines how fuzzy methods can be employed to manage service levels in business and IT alignment. It starts by mapping the dependencies of service level agreements, coming up with gradual and bi-polar concepts to eventually classify the level of coupling by intuitionistic fuzzy sets. The second part presents an approach to analyze the impact of service failures using intuitionistic fuzzy methods (IFSFIA). Lastly, the third part of the book extends the concept towards business and IT-aligned service-level engineering and provides two use cases.

Download or read book Organic Service Level Management in Service Oriented Environments written by Lei Liu and published by KIT Scientific Publishing. This book was released on 2014-08-25 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dynamic service-oriented environments (SOEs) are characterised by a large number of heterogeneous service components that are expected to support the business as a whole. The present work provides a negotiation-based approach to facilitate automated and multi-level service-level management in an SOE, where each component autonomously arranges its contribution to the whole operational goals. Evaluation experiments have shown an increased responsiveness and stability of an SOE in case of changes.

Download or read book Counselling Skills and Studies written by Fiona Ballantine Dykes and published by SAGE. This book was released on 2017-04-03 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are your students looking to use counselling skills to enhance their existing helping role? Are they taking the first steps towards becoming a professional counsellor? This practical guide will provide readers with the ideal ‘way-in’, showing them what helping and counselling is all about. Part 1: Counselling Skills will introduce readers to the underpinning knowledge and practical tools needed to develop a range of helping skills for use in a variety of helping roles, showing what it means to work safely and ethically. Part 2: Counselling Studies will help them take their understanding further by considering in detail important theories and professional issues, preparing them to work as a professional counsellor. Part 3: Counselling Study Skills will offer practical advice and hints and tips to help them make the best start on their counselling portfolio, including journal and essay writing skills, research skills and how to get inspired and overcome blocks to learning. The new edition now includes a more detailed discussion of key theories, has a new chapter on self care, and is fully up to date with the occupational and professional standards and ethical frameworks. Packed full of practical activities and written in a supportive conversational style, this book is essential reading for anyone wanting to learn counselling skills or embarking on their first stage of training to be a counsellor.

Download or read book Service Research Challenges and Solutions for the Future Internet written by M. Papazoglou and published by Springer Science & Business Media. This book was released on 2010-12-09 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: S-Cube’s Foundations for the Internet of Services Today’s Internet is standing at a crossroads. The Internet has evolved from a source of information to a critical infrastructure which underpins our lives and economies. The demand for more multimedia content, more interconnected devices, more users, a richer user experience, services available any time and anywhere increases the pressure on existing networks and service platforms. The Internet needs a fundamental rearrangement to be ready to meet future needs. One of the areas of research for the Future Internet is the Internet of S- vices, a vision of the Internet where everything (e. g. , information, software, platforms and infrastructures) is available as a service. Services available on the Internet of Services can be used by anyone (if they are used according to the policies de?ned by the provider) and they can be extended with new services by anyone. Advantages of the Internet of Services include the p- sibility to build upon other people’s e?orts and the little investment needed upfront to develop an application. The risk involved in pursuing new business ideas is diminished, and might lead to more innovative ideas being tried out in practice. It will lead to the appearance of new companies that are able to operate in niche areas, providing services to other companies that will be able to focus on their core business.

Download or read book Integrating Service Level Agreements written by John K. Lee and published by John Wiley & Sons. This book was released on 2002-10-02 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service level agreements (SLAs) offer service providers a way todistinguish themselves from their competitors in today's volatile,hypercompetitive market. This book offers an innovative approachthat takes full advantage of current interface, automation, andInternet-based distribution and reporting technologies. * Addresses business-level SLAs, not just device-level SLAs * Describes a revolutionary approach that combines networkmanagement, service management, field service activities,entitlement, and rating with workflow automation technologies

Download or read book Service Network Design of Bike Sharing Systems written by Patrick Vogel and published by Springer. This book was released on 2016-04-13 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: This monograph presents a tactical planning approach for service network design in metropolitan areas. Designing the service network requires the suitable aggregation of demand data as well as the anticipation of operational relocation decisions. To this end, an integrated approach of data analysis and mathematical optimization is introduced. The book also includes a case study based on real-world data to demonstrate the benefit of the proposed service network design approach. The target audience comprises primarily research experts in the field of traffic engineering, but the book may also be beneficial for graduate students.

Download or read book Service Level Management in Emerging Environments written by and published by John Wiley & Sons. This book was released on 2021-03-11 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Networks are now embedded in daily life thanks to smaller, faster, inexpensive components that are more powerful and increasingly connected. Parallel to this quantitative explosion of communication networks, technology has become more complex. This development comes with challenges related to management and control, and it has become necessary to manage the service level demands of the client to which the service provider commits. Different approaches to managing one or more service level components in different emerging environments are explored, such as: the Internet of Things, the Cloud, smart grids, e-health, mesh networking, D2D (Device to Device), smart cities and even green networking. This book therefore allows for a better understanding of the important challenges and issues relating to Quality of Service (QoS) management, security and mobility in these types of environment.

Download or read book Cooperative Strategy Economic Business and Organizational Issues written by David Faulkner and published by OUP Oxford. This book was released on 2000-05-18 with total page 418 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book brings together some of the latest thinking and research on cooperative strategy. Work in this area has grown rapidly over the last decade, but no single thematic approach has dominated and become the ascendant theoryDSresource dependency, transaction cost analysis, market power, and game theory have all made significant contributions to the growing literature on strategic cooperation. This book presents chapters from many of these theoretical perspectives and some of the key issues through a number of different lenses.

Download or read book A Guide to IT Contracting written by Michael R. Overly and published by CRC Press. This book was released on 2012-12-18 with total page 451 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even leading organizations with sophisticated IT infrastructures and teams of lawyers can find themselves unprepared to deal with the range of issues that can arise in IT contracting. Written by two seasoned attorneys, A Guide to IT Contracting: Checklists, Tools, and Techniques distills the most critical business and legal lessons learned through the authors’ decades of experience drafting and negotiating IT-related agreements. In a single volume, readers can quickly access information on virtually every type of technology agreement. Structured to focus on a particular type of IT agreement, each chapter includes a checklist of essential terms, a brief summary of what the agreement is intended to do, and a complete review of the legal and business issues that are addressed in that particular agreement. Providing non-legal professionals with the tools to address IT contracting issues, the book: Contains checklists to help readers organize key concepts for ready reference Supplies references to helpful online resources and aids for contract drafting Includes a CD-ROM with reusable checklists and complete glossary that defines key legal, business, and technical terms Costly mistakes can be avoided, risk can be averted, and better contracts can be drafted if you have access to the right information. Filled with reader-friendly checklists, this accessible reference will set you down that path. Warning you of the most common pitfalls, it arms you with little-known tips and best practices to help you negotiate the key terms of your IT agreements with confidence and ensure you come out on top in your next contract negotiation.

Download or read book Digital Forensics Processing and Procedures written by David Lilburn Watson and published by Newnes. This book was released on 2013-08-30 with total page 914 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the first digital forensics book that covers the complete lifecycle of digital evidence and the chain of custody. This comprehensive handbook includes international procedures, best practices, compliance, and a companion web site with downloadable forms. Written by world-renowned digital forensics experts, this book is a must for any digital forensics lab. It provides anyone who handles digital evidence with a guide to proper procedure throughout the chain of custody--from incident response through analysis in the lab. - A step-by-step guide to designing, building and using a digital forensics lab - A comprehensive guide for all roles in a digital forensics laboratory - Based on international standards and certifications