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 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 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 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 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 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 441 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 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 Performance and Dependability in Service Computing written by Valeria Cardellini and published by . This book was released on 2012 with total page 477 pages. Available in PDF, EPUB and Kindle. Book excerpt: Performance and Dependability in Service Computing: Concepts, Techniques and Research Directions highlights current technological trends and related research issues in dedicated chapters without restricting their scope. This book focuses on performance and dependability issues associated with service computing and these two complementary aspects, which include concerns of quality of service (QoS), real-time constraints, security, reliability and other important requirements when it comes to integrating services into real-world business processes and critical applications.

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.

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 Advances in Cybersecurity Management written by Kevin Daimi and published by Springer Nature. This book was released on 2021-06-15 with total page 497 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book concentrates on a wide range of advances related to IT cybersecurity management. The topics covered in this book include, among others, management techniques in security, IT risk management, the impact of technologies and techniques on security management, regulatory techniques and issues, surveillance technologies, security policies, security for protocol management, location management, GOS management, resource management, channel management, and mobility management. The authors also discuss digital contents copyright protection, system security management, network security management, security management in network equipment, storage area networks (SAN) management, information security management, government security policy, web penetration testing, security operations, and vulnerabilities management. The authors introduce the concepts, techniques, methods, approaches and trends needed by cybersecurity management specialists and educators for keeping current their cybersecurity management knowledge. Further, they provide a glimpse of future directions where cybersecurity management techniques, policies, applications, and theories are headed. The book is a rich collection of carefully selected and reviewed manuscripts written by diverse cybersecurity management experts in the listed fields and edited by prominent cybersecurity management researchers and specialists.

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 Talent Makers written by Daniel Chait and published by John Wiley & Sons. This book was released on 2021-03-30 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: Powerful ideas to transform hiring into a massive competitive advantage for your business Talent Makers: How the Best Organizations Win through Structured and Inclusive Hiring is essential reading for every leader who knows that hiring is crucial to their organization and wants to compete for top talent, diversify their organization, and build winning teams. Daniel Chait and Jon Stross, co-founders of Greenhouse Software, Inc, provide readers with a comprehensive and proven framework to improve hiring quickly, substantially, and measurably. Talent Makers will provide a step-by-step plan and actionable advice to help leaders assess their talent practice (or lack thereof) and transform hiring into a measurable competitive advantage. Readers will understand and employ: A proven system and principles for hiring used by the world's best companies Hiring practices that remove bias and result in more diverse teams An assessment of their hiring practice using the Hiring Maturity model Measurement of employee lifetime value in quantifiable terms, and how to increase that value through hiring The Talent Makers methodology is the result of the authors’ experience and the ideas and stories from their community of more than 4,000 organizations. This is the book that CEOs, hiring managers, talent practitioners, and human resources leaders must read to transform their hiring and propel their organization to new heights.

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 Service Level Manager written by John Sansbury and published by BCS, The Chartered Institute for IT. This book was released on 2016-05-31 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: The role of service level manager is a critical one in that the agreements negotiated with customers should inform the activities of the service provider. This book aims to help those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement. It covers areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.

Download or read book Actionable Agile Metrics for Predictability written by Daniel S. Vacanti and published by . This book was released on 2015-03-04 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: "When will it be done?" That is probably the first question your customers ask you once you start working on something for them. Think about how many times you have been asked that question. How many times have you ever actually been right? We can debate all we want whether this is a fair question to ask given the tremendous amount of uncertainty in knowledge work, but the truth of the matter is that our customers are going to inquire about completion time whether we like it or not. Which means we need to come up with an accurate way to answer them. The problem is that the forecasting tools that we currently utilize have made us ill-equipped to provide accurate answers to reasonable customer questions. Until now. Topics Include Why managing for flow is the best strategy for predictability-including an introduction to Little's Law and its implications for flow. A definition of the basic metrics of flow and how to properly visualize those metrics in analytics like Cumulative Flow Diagrams and Scatterplots. Why your process policies are the potentially the biggest reason that you are unpredictable.