Get up to speed on service level management

This sample chapter, taken from Cisco Press' Practical Service Level Management: Delivering High-Quality Web-Based Services explains the basic of Service Level Management (SLM), which organizations need to remain competitive in the IT environmment.

Learn about Service Level Management (SLM), which is a key for delivering the services that are necessary to remain competitive in the Internet environment.

This sample chapter, taken from Cisco Press' Practical Service Level Management: Delivering High-Quality Web-Based Services, explains the basics of SLM and lays part of the groundwork for the rest of the book. The chapter covers the following topics:

• An overview of SLM
• An introduction to technical metrics
• Detailed discussions of measurement granularity and measurement validation
• Business process metrics
• Service Level Agreements (SLAs)

Title: Practical Service Level Management: Delivering High-Quality Web-Based Services
ISBN: 158705079X
Published: January, 2004
Author: John McConnell, Eric Siegel
Chapter: Chapter 2: Service Level Management
Published by Cisco Press

Included with this free sample chapter is a Cisco Press offer to save 30 percent on the complete text.