Integrating Service Level Agreements

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

Auteur

JOHN J. LEE is Vice President of Strategy and Business Solutions at
ViryaNet, a company that provides wireless workforce solutions. He
is an expert in the development of operation and business support
systems and a frequent contributor to industry publications.

RON BEN-NATAN is CTO at ViryaNet and has been building distributed
systems and applications at companies like Intel, Merrill Lynch,
J.P. Morgan, and AT&T Bell Labs for the past twenty years. He
has authored several successful books on distributed systems and
the application of advanced technologies in business environments.

Résumé
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

Contenu

About the Authors.

PART ONE: THE PROBLEM.

What Are Service Level Agreements?

The True Intent of Service Level Agreements.

The Long Ascent to True Service Level Agreement Delivery.

The Operations Support System.

Service Level Agreement Models.

PART II: THE SOLUTION.

The Integrated Service Level Agreement Model.

Integration Techniques.

Work-Flow Automation.

Organizational Issues.

Contractual Commitments and Penalties.

Operational Process, Work-Flow, Notification, and Alerts.

Metrics and Performance Reporting.

Service Level Agreement Portals: A Unified Presentation
Layer.

Notification, Mobile Computing, and Wireless Access.

Service Marketplaces and Bandwidth Exchanges.

Applying the Model to Other Industries.

Apendix: Acronyms.

Bibliography.

Index.