Practical Service Level Management: Delivering High Quality Web-Based Services Book

Preface

I. SERVICE LEVEL AGREEMENTS AND INTRODUCTION TO SERVICE LEVEL MANAGEMENT.

1. Introduction.

E-business Services. Webbed Services and the Webbed Ecosystem. Service Level Management. Structure of the Book. Summary.

2. Service Level Management.

Overview of Service Level Management. Introduction to Technical Metrics. Measurement Granularity. Measurement Validation and Statistical Analysis. Business Process Metrics. Service Level Agreements.Summary.

3. Service Management Architecture.

Web Service Delivery Architecture. Service Management Architecture: History and Design Factors. Service Management Architecture: A General Example. Summary.

II. COMPONENTS OF THE SERVICE LEVEL MANAGEMENT INFRASTRUCTURE.

4. Instrumentation.

Differences Between Element and Service Instrumentation. Information for Service Management Decisions. Instrumentation Modes: Trip Wires and Time Slices. The Instrumentation System. Instrumentation Design for Service Monitoring. Instrumentation Trends. Summary

5. Event Management.

Event Management Overview. Basic Event Management Functions: Reducing the Noise and Boosting the Signal. A Market-Leading Event Manager: Micromuse. Summary.

6. Real-Time Operations.

Reactive Management. Proactive Management. Automated Responses. Examples of Commercial Operations Managers. Summary.

6. Policy-Based Management.

Policy-Based Management. The Need for Policies. A Policy Architecture. Policy Design. Policy Product Examples. Summary.

7. Managing the Application Infrastructure.

Interaction of Operations and Application Development Teams. Application-Level Metrics. Transaction Response Time: An Example of Dependence on Lower-Level Services. Instrumenting Applications. Summary.

8. Managing the Server Infrastructure.

Architecture of the Server Infrastructure. Instrumentation of the Server Infrastructure. Summary.

9. Managing the Transport Infrastructure.

Technical Quality Metrics for Transport Services. QoS Technologies Managing Data Flows among Organizations. Summary.

III. LONG-TERM SERVICE LEVEL MANAGEMENT FUNCTIONS.

10. Load Testing.

The Performance Envelope. Load Testing Benchmarks. Load Test Beds and Load Generators. Building Transaction Load-Test Scripts and Profiles. Using the Test Results. Summary.

11. Modeling and Capacity Planning.

Advantages of Simulation Modeling. Complexity of Simulation Modeling. Simulation Model Examples. Capacity Planning. Summary.

IV. PLANNING AND IMPLEMENTATION OF SERVICE LEVEL MANAGEMENT.

12. ROI: Making the Business Case.

Impact of ROI on the Organization. A Basic ROI Model. Soft Benefits ROI Case Study. Summary.

13. Implementing Service Level Management.

Phased Implementation of SLM. An SLM Project Implementation Plan. Summary.

14. Future Developments.

The Demands of Speed and Dynamism. Evolution of Management Systems Integration. Architectural Trends for Web Management Systems. Business Goals for Service Performance. Finding the Best Tools. Summary.

Index.