Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery (Paperback)

John K. Lee, Ron Ben-Natan

  • 出版商: Wiley
  • 出版日期: 2002-08-29
  • 售價: $1,150
  • 貴賓價: 9.8$1,127
  • 語言: 英文
  • 頁數: 464
  • 裝訂: Paperback
  • ISBN: 0471210129
  • ISBN-13: 9780471210122
  • 下單後立即進貨 (約5~7天)



Service level agreements (SLAs) offer service providers a way to distinguish themselves from their competitors in today's volatile, hypercompetitive market. This book offers an innovative approach that takes full advantage of current interface, automation, and Internet-based distribution and reporting technologies.
* Addresses business-level SLAs, not just device-level SLAs
* Describes a revolutionary approach that combines network management, service management, field service activities, entitlement, and rating with workflow automation technologies

Table of Contents

About the Authors.

Part One: The Problem.

Chapter 1: What Are Service Level Agreements?

Chapter 2: The True Intent of Service Level Agreements.

Chapter 3: The Long Ascent to True Service Level Agreement Delivery.

Chapter 4: The Operations Support System.

Chapter 5: Service Level Agreement Models.

Part Two: The Solution.

Chapter 6: The Integrated Service Level Agreement Model.

Chapter 7: Integration Techniques.

Chapter 8: Work-Flow Automation.

Chapter 9: Organizational Issues.

Chapter 10: Contractual Commitments and Penalties.

Chapter 11: Operational Process, Work Flow, Notification, and Alerts.

Chapter 12: Metrics and Performance Reporting.

Chapter 13: Service Level Agreement Portals: A Unified Presentation Layer.

Chapter 14: Notification, Mobile Computing, and Wireless Access.

Chapter 15: Service Marketplaces and Bandwidth Exchanges.

Chapter 16: Applying the Model to Other Industries.

Appendix: Acronyms.