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 折 $1,127
- 語言: 英文
- 頁數: 464
- 裝訂: Paperback
- ISBN: 0471210129
- ISBN-13: 9780471210122
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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
* 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.