Author: John McConnell
Publisher: Cisco Press
ISBN: 9781587050794
Category : Business & Economics
Languages : en
Pages : 316
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Book Description
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.
Author: Rick Sturm
Publisher: Sams Publishing
ISBN:
Category : Business & Economics
Languages : en
Pages : 292
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Book Description
This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.
Author: Niall Richard Murphy
Publisher: "O'Reilly Media, Inc."
ISBN: 1491951176
Category :
Languages : en
Pages : 552
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Book Description
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
Author: Alex Hidalgo
Publisher: O'Reilly Media
ISBN: 1492076783
Category : Computers
Languages : en
Pages : 404
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Book Description
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
Author: John W. McConnell
Publisher: Cisco Press
ISBN: 9781587142857
Category : Computers
Languages : en
Pages : 304
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Book Description
Measure, manage, and improve the speed and reliability of web services Complete reference for creating relevant, effective Service Level Agreements Detailed discussions of both technical and business performance metrics and their statistical treatment Performance and management implications of various web services delivery infrastructures, including caching and load distribution Discussion of the transport infrastructure, including quality of service (QoS) technology and traffic shaping Instrumentation system design Measurement collection, aggregation, correlation, and use for real-time service level control and reporting Quick problem detection, "triage" problem diagnosis, and root-cause analysis Automated, policy-based system management Load testing, modeling, and capacity planning for web systems Calculation of return on investment for web infrastructure improvements Structured plan for implementation of SLM techniques The web has become a major vehicle for transforming business processes, but ineffective management of web-based services can result in high costs and user dissatisfaction. Service Level Management (SLM) is therefore a competitive weapon in the web marketplace, providing the tools needed to improve performance and reliability of web services while simultaneously controlling costs. Practical Service Level Management: Delivering High-Quality Web-Based Services shows you how you can measure, manage, and improve network performance and quality of experience (QoE) for critical web services. Starting with an explanation of SLM and common performance metrics, the book provides detailed discussions of methods to measure and improve performance. Service Level Agreements, instrumentation, performance-improvement technologies, load testing, and long-term planning are all covered in detail. This book provides both technical engineers and non-technical managers with an organized, cohesive plan for measuring, improving, and evaluating the performance of web-based services. Whether you are delivering services to other businesses or directly to customers, Practical Service Level Management: Delivering High-Quality Web-Based Services walks you through the complete process of designing a balanced solution for your situation. Use it to help design a system with the speed, reliability, and flexibility that are critical success factors for your business. This book is part of the Networking Technology Series from Cisco Press, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers.
Author: John K. Lee
Publisher: John Wiley & Sons
ISBN: 0471428663
Category : Computers
Languages : de
Pages : 464
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Book Description
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
Author: Kevin J. Smith
Publisher: Outskirts Press
ISBN: 057818897X
Category : Business & Economics
Languages : en
Pages : 459
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Book Description
This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.
Author: Bill Fine
Publisher: Van Haren
ISBN: 9401801169
Category : Architecture
Languages : en
Pages : 117
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Book Description
The Service Catalog is a fundamental IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. In short, it represents the value IT provides to facilitate business operations. Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization: Services are made standard and rational, leading to lower costs and increased service availability Standard service products enable forecasting of demand, leading to better volume discounts from vendors and improved inventory and capacity planning Controls over consumption of services are enhanced The fulfillment of IT services is improved with the catalog. Standardization of services leads to recurrent workflows, rather than relatively expensive one-off projects
Author: Keith D. Sutherland
Publisher: Packt Publishing Ltd
ISBN: 1804614246
Category : Computers
Languages : en
Pages : 350
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Book Description
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Author:
Publisher: John Wiley & Sons
ISBN: 1119818346
Category : Technology & Engineering
Languages : en
Pages : 276
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Book Description
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.
