Chapter 4. Service Level Management
This chapter includes the following topics:
Application delivery now drives the business bottom line and represents the gauge of success or failure for the support organization. Monitoring and reporting this delivery becomes a necessity. Taking this as the basis of service level management (SLM), a service level agreement (SLA) can be defined as a set of criteria that must be met to satisfy the customer's business requirements.
In this chapter, you not only learn the importance and limitations of SLAs, you also learn how to do the following:
Profile Define your required service levels based on both business and technical criteria Monitor performance Collect data from key monitoring points to ensure that the required levels are actually met
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