Download or read book Service Level Agreements for Cloud Computing written by Philipp Wieder and published by Springer Science & Business Media. This book was released on 2011-11-06 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Level Agreements for Cloud Computing provides a unique combination of business-driven application scenarios and advanced research in the area of service-level agreements for Clouds and service-oriented infrastructures. Current state-of-the-art research findings are presented in this book, as well as business-ready solutions applicable to Cloud infrastructures or ERP (Enterprise Resource Planning) environments. Service Level Agreements for Cloud Computing contributes to the various levels of service-level management from the infrastructure over the software to the business layer, including horizontal aspects like service monitoring. This book provides readers with essential information on how to deploy and manage Cloud infrastructures. Case studies are presented at the end of most chapters. Service Level Agreements for Cloud Computing is designed as a reference book for high-end practitioners working in cloud computing, distributed systems and IT services. Advanced-level students focused on computer science will also find this book valuable as a secondary text book or reference.
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 Communication Gaps and How to Close Them written by Naomi Karten and published by Addison-Wesley. This book was released on 2013-07-15 with total page 440 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the digital version of the printed book (Copyright © 2002). The success of systems or software development depends on effective communication. But have you ever had trouble articulating a complex concept? Have you ever doubted that someone truly understood you–or that you completely received someone’s message? Managers and technical professionals have to communicate effectively in order to understand client requirements, build work-related relationships, meet market demands, and survive time pressures. So often, though, communication breaks down, and nothing gets done (or done well, at least). Thankfully, Naomi Karten–author of Managing Expectations–is here to help. Readers learn how to improve the way they handle a wide variety of communication conflicts, from one-on-one squabbles to interdepartmental chaos to misinterpretations between providers and customers. Drawing on a variety of recognizable experiences and on useful models for understanding personalities, such as the Myers-Briggs Type Indicator and the teachings of family therapist Virginia Satir, Karten provides a series of powerful tools and concepts for resolving communication problems–as well as methods for preventing them in the first place. Inadequate communications include misunderstood or missed messages, contradictory or mixed messages, and messages that are intentionally sabotaged. As the author notes, these miscommunications “can have a damaging, puzzling, and counterproductive impact on projects and relationships.” Karten helps readers identify many of the common factors that can cause communication gaps. For example, mistaken assumptions of understanding lack of follow-up unfixed project terminology emotional baggage personality conflicts mismatched communication preferences Karten’s witty, conversational tone makes this book easy to read; her real-life stories and examples make it easy to understand; and her use of hilarious cartoons by Mark Tatro brings her lessons to life. Communication Gaps and How to Close Them is a must-read for anyone who recognizes that the way he or she communicates in professional encounters, as well as in personal ones, can be improved. With Karten’s useful insights and practical techniques, this book will change not only how you communicate but also how you think about communication.
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 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 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 280 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 Service Level Agreements written by Jimmy Desai and published by It Governance Limited. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Buy the itSMF guide to service level management today! Service Level Management - a Practitioner's Guide, Second Edition ;offers a practical, experience-based approach to the subject matter. This guide shows you the best way to design a service level management (SLM) roadmap and implementation project plan, compile a service catalogue, put together service level agreements, and much more. Additionally, this book comes complete with a free CD packed with sample templates and supporting documents. You can tailor these ;templates to your specific needs using the advice and guidance in the book. No more reinventing the wheel. This second edition of the book has been reorganised in line with feedback from itSMF's SLM roadshows. The templates on the accompanying CD have been fully revised, the section on service catalogues has been extended. A new section on SLM small-scale implementation has added. Key Features © Benefits: Shows you ;best way to design a service level management (SLM) roadmap and implementation project plan. Providing you with a step-by-step approach. Comes with a CD that contains templates of various different SLM documents. These can be tailored to your own needs. Saving you both time and money Published by the itSMF - the representative body of the IT service management industry. Revised and updated with feedback incorporated from itSMF's SLM roadshows. Meaning this book is current and very up to date. Includes a new section on small-scale SLM ;implementation, meaning this book can help you implement SLM ;no matter the size of your organisation. Note: The ebook version does not provide access to the companion files.
Download or read book The Practitioner s Guide to Data Quality Improvement written by David Loshin and published by Elsevier. This book was released on 2010-11-22 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Practitioner's Guide to Data Quality Improvement offers a comprehensive look at data quality for business and IT, encompassing people, process, and technology. It shares the fundamentals for understanding the impacts of poor data quality, and guides practitioners and managers alike in socializing, gaining sponsorship for, planning, and establishing a data quality program. It demonstrates how to institute and run a data quality program, from first thoughts and justifications to maintenance and ongoing metrics. It includes an in-depth look at the use of data quality tools, including business case templates, and tools for analysis, reporting, and strategic planning. This book is recommended for data management practitioners, including database analysts, information analysts, data administrators, data architects, enterprise architects, data warehouse engineers, and systems analysts, and their managers. Offers a comprehensive look at data quality for business and IT, encompassing people, process, and technology. Shows how to institute and run a data quality program, from first thoughts and justifications to maintenance and ongoing metrics. Includes an in-depth look at the use of data quality tools, including business case templates, and tools for analysis, reporting, and strategic planning.
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 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 Foundations of Service Level Management written by Rick Sturm and published by Sams Publishing. This book was released on 2000 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.
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 Service Level Agreements written by Sara Cullen and published by outsourcingtoolset. This book was released on 2006-07 with total page 71 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book ServiceNow Building Powerful Workflows written by Tim Woodruff and published by Packt Publishing Ltd. This book was released on 2017-08-17 with total page 1330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master the management of IT Service using full potential of ServiceNow. About This Book Leverage ServiceNow's capabilities to achieve improved service management and excellent results in your IT operations by following step-by-step, practical instructions Build core administration, management, and maintenance skills with IT service management and IT operations management Improve your workflow efficiency by designing and creating responsive and automated workflows Who This Book Is For This course is for IT professionals, ServiceNow administrators, and developers who would like to gain greater control of ServiceNow and its architecture to design and create automated workflows. You should be familiar with JavaScript and basic computing technologies, but you can be new to ServiceNow. What You Will Learn Acquire and configure your own free personal developer instance of ServiceNow Read (and write!) clear, effective requirements for ServiceNow development Avoid common pitfalls and missteps that could seriously impact future progress and upgradeability Use the ServiceNow plugins to manage development Build and publish custom applications for service management Write efficient and effective client-side JavaScript Find out how to authenticate and secure Web Services Integrate and exchange data with people and systems Create and secure your systems with proper access control In Detail ServiceNow is a SaaS application that provides workflow form-based applications. It is an ideal platform for creating enterprise-level applications, giving requesters and fulfillers improved visibility and access to a process. ServiceNow-based applications often replace email by providing a better way to get work done. This course will show you how to put important ServiceNow features to work in the real world. We will introduce key concepts and examples on managing and automating IT services, and help you build a solid foundation towards this new approach. You will then learn more about the power of tasks, events, and notifications. We'll then focus on using web services and other mechanisms to integrate ServiceNow with other systems. Further on, you'll learn how to secure applications and data, and understand how ServiceNow performs logging and error reporting. At the end of this course, you will acquire immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform. The course provides you with highly practical content explaining ServiceNow from the following Packt books: Learning ServiceNow ServiceNow Cookbook Mastering ServiceNow, Second Edition Style and approach This pragmatic guide follows problem-solution based approach to help you configure the ServiceNow and eliminate the challenges faced when implementing and using ServiceNow. It enables you to configure and manage ServiceNow, and learn the fundamentals of the ServiceNow platform.
Download or read book Service Agreements for Smb Consultants written by Karl Palachuk and published by Great Little Book Publishing Company, Incorporated. This book was released on 2011-07-01 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Agreements for SMB Consultants: A Quick-Start Guide to Managed Services by Karl W. Palachuk is an essential guide for I.T. Consultants. All forms are available to download online.Everyone knows it: Spoken agreements aren't worth the paper they're written on.The SMB Consultant is facing changes we never imaged a few years ago. Managed services are everywhere. Franchised tech support is taking off. And now big corporations are trying to compete in the "SMB Space." Whether you like it or not, you need to make some changes in order to meet the challenges of the next few years.Service agreements literally define your business. If you're not using them, you need to start today. If you are using them, great! Just make sure that they truly represent who you are and how you want to define your business.Whether you sell your services hourly, in blocks of time, or with a Managed Service plan, you need a good service agreement.As with his other books, Karl gives you more than just the forms. Service Agreements for SMB Consultants includes best practices and lots of great information to help you run your business more prosperously.
Download or read book Business Modeling and Software Design written by Boris Shishkov and published by Springer Nature. This book was released on 2020-07-06 with total page 395 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 10th International Symposium on Business Modeling and Software Design, BMSD 2020, which took place in Berlin, Germany, in July 2020. BMSD is a leading international forum that brings together researchers and practitioners interested in business modeling and its relation to software design. Particular areas of interest are: Business Processes and Enterprise Engineering; Business Models and Requirements; Business Models and Services; Business Models and Software; Information Systems Architectures and Paradigms; Data Aspects in Business Modeling and Software Development; Blockchain-Based Business Models and Information Systems; IoT and Implications for Enterprise Information Systems. The theme of BMSD 2020 was: Towards Knowledge-Driven Enterprise Information Systems.
Download or read book The Power of Process written by Matthew Zayko and published by CRC Press. This book was released on 2021-10-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lean Process Creation teaches the specific frames—the 6CON model—to look through to properly design any new process while optimizing the value-creating resources. The framing is applicable to create any process that involves people, technology, or equipment—whether the application is in manufacturing, healthcare, services, retail, or other industries. If you have a process, this approach will help. The result is 30% to 50% improvement in first-time quality, customer lead time, capital efficiency, labor productivity, and floorspace that could add up to millions of dollars saved per year. More important, it will increase both employee and customer satisfaction. The book details a case study from a manufacturing standpoint, starting with a tangible example to reinforce the 6CON model. This is the first book written from this viewpoint—connecting a realistic transformation with the detailed technical challenges, as well as the engagement of the stakeholders, each with their own bias. Key points and must-do actions are sprinkled throughout the case study to reinforce learning from the specific to the general. In this study, an empowered working team is charged with developing a new production line for a critical new product. As the story unfolds, they create an improved process that saves $5.6 million (10x payback on upfront resource investment) over the short life cycle of the product, as well as other measurable benefits in quality, ergonomics, and delivery. To an even greater benefit, they establish a new way of working that can be applied to all future process creation activities. Some organizations have tried their version of Lean process design following a formula or cookie-cutter approach. But true Lean process design goes well beyond forcing concepts and slogans into every situation. It is purposeful, scientific, and adaptable because every situation starts with a unique current state. In addition, Lean process design must include both the technical and social aspects, as they are essential to sustaining and improving any system. Observing the recurring problem of reworking processes that were newly launched brought the authors to the conclusion that a practical book focused on introducing the critical frames of Lean process creation was needed. This book enables readers to consider the details within each frame that must be addressed to create a Lean process. No slogans, no absolutes. Real thinking is required. This type of thinking is best learned from an example, so the authors provide this case study to demonstrate the thinking that should be applied to any process. High volume or low, simple or complex mix, manufacturing or service/transactional—the framing and thinking works. Along with the thinking, readers are enabled to derive their own future states. This is demonstrated in the story that surrounds the case study.
