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Topic: Service level

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	Call center service level (Site not responding. Last check: 2007-11-05)
		Service level in a multi-media universal queue environment requires new thinking and new approaches to measuring service level performance.
		Service level is a metric that allows managers to see speed of answer performance on a continuum for all customers.
		A customer service center using Calculation A will report very different service levels than a center using Calculation B or C. Yet, their actual performance in answering customer calls may not be different.
	www.call-center.net /tutorial-service-level-part1-2004.htm (1815 words)

	Managed Dedicated Server Service Level Agreement
		All services performed on the co-located servers are subject to a $100.00 an hour labor fee, which must be approved by the customer in question before said services are provided.
		Service Downtime ("Service Downtime") is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section 1.3, provided the interruption is determined to have been caused by a problem in the immediate FastServers, Inc. network segment as confirmed by FastServers, Inc..
		Service Downtime is measured as the total length of time of the unplanned interruption (complete network outage) in Service Availability during a calendar month.
	www.fastservers.net /support-billing/service-level-agreement.html (9731 words)

	Service Level Agreement, Service Agreement, Consulting Services Agreement, Service Level Agreement, Service Agreement, ...
		Service agreements and service level agreement legal forms by our Recommended Forms' Provider are available for purchase here.
		Service levels to be designated for technical or other performance should be set forth in an exhibit to the agreement and stated in detail; these some times also include financial penalties or rewards.
		Service agreements and service level agreement legal forms by the author are available for purchase here.
	www.service-agreement.net /default.htm (1022 words)

	Program & Service Management Office
		A Service Level Agreement (SLA) is a document that identifies services provided by IT, either campus-wide or to an individual KU organization or department.
		Specification of charges and billing and payment procedures associated with the service, which may be flat rate or tied to different levels of service.
		Specification of target levels of service quality and how associated metrics are calculated and how frequently they are reported, to include availability and response time.
	www2.ku.edu /~psmo/itil/slm/sla (1000 words)

	Service Level Agreement - Heroix.com
		Longitude® Service Level Agreements (SLAs) allow you to monitor the performance expected and required from a service to ensure the IT department is in compliance with its contractual obligations.
		Service Level Agreements are defined in terms of service conditions, where a service is a named set of one or more individual metrics (also known as statistics).
		Service is unavailable when it should be available (i.e., it is not Good, Degraded, or Unacceptable, and there is no scheduled or requested maintenance in effect).
	www.heroix.com /agentless/servicelevelagreement_SLA_monitoring.htm (606 words)

	www.nextslm.org: The Service Level Management Learning Community
		A Service Level Management Rating (scale: 0 to 100) was developed based on the relationships between these factors and user satisfaction.
		Sixty-one (61%) percent of the respondents had service level agreements in place for the mission critical service they were profiling.
		Service Level Management, and more specifically, its customer care aspects, are a leverage point to a higher level of user satisfaction.
	www.nextslm.org /bestprac_slm.html (1833 words)

	Service Level Management - Service Level Management (SLM) Software from Mercury (Site not responding. Last check: 2007-11-05)
		Service level management software from Mercury enables you to proactively manage service levels from the business perspective.
		Mercury Service Level Management provides wizards for easy, guided definition of realistic, quantifiable availability and performance objectives that reflect business goals; measure performance and availability as experienced by end users; and isolate and resolve performance problems before service-level objectives are breached.
		The request for monitoring, contracting of service level agreements, and subsequent monitoring based upon the contracted service levels provides for rapid automated provisioning of service level management for business services.
	www.mercury.com /us/products/business-availability-center/service-level-management (469 words)

	Sample Service Level Agreement Format (Site not responding. Last check: 2007-11-05)
		The purpose of this Service Level Agreement (SLA) is to state the relationship between the service provider and the end-user organizations.
		It specifies the services and commitments of the BNCC as well as the expectations and obligations of the end-user organization.
		Service level and procedures established herein have been agreed to by parties represented by the undersigned.
	engr.smu.edu /~brp/cse-7360/sla.html (695 words)

	Service Level Agreements - An Introduction
		Service Level Agreements are fundamental to both providers and recipients of services.
		For important services, therefore, it is essential that the service level agreement is appropriate.
		It also includes materials to help you build your own service level agreements, including template and guide.
	www.induction.to /service-level-agreements (165 words)

	Database End-User Service Level Analysis
		Plus, the system architecture of a service level monitoring system must be 100% non-intrusive to the end-users, network and database server; or it simply will not be implementable in a production environment.
		Service level monitoring of end-user response time, database server response time and network time at the database server, database, application and SQL statement level--allows deteriorating end-user service to be immediately detected and resolved prior to the situation being noticed by end-user business areas.
		Service level and SQL monitoring systems based upon a network sniffer architecture supports these business requirements with zero performance impact, no middleware, no client agents, a straight forward installation and a low ongoing cost of operation.
	www.sql-server-performance.com /rr_service_level.asp (822 words)

	Articles on Establishing Service Level Agreements
		To be effective, a service level agreement must incorporate two sets of elements: service elements and management elements.
		Service providers sometimes want to create an SLA to suppress customer complaints; however, attempting to establish an SLA with complaining customers usually backfires because customers will see it as just one more thing to complain about.
		A service level agreement is an excellent tool for helping two parties improve communications, manage expectations, clarify responsibilities and build the foundation for a win-win relationship.
	www.nkarten.com /sla.html (3054 words)

	Service Level Corporation and CCMI Offer Two North American Rating Solutions
		Today, Service Level Corporation (SLC) and CCMI (Center For Communications Management Information), a United Communications Group (UCG) company, mutually announced the debut of these two products designed expressly to shorten the time for deployment of rating applications using the CCMI Q-TEL 9000 database.
		Service Level Corporation is dedicated to the creation of technologies to deliver value to our customer's end customers.
		Service Level's products are focused on rating software and turn-key rating applications.
	www.servicelevel.net /news/call_pricer_press_release.asp (591 words)

	IT Service Delivery, Service Level Management (SLM), ITIL Consulting
		Service Level Management, the process for delivering services that consistently meet your customer's requirements, is integrally linked with a company’s success today.
		This leaves IT professionals under considerable pressure to ensure required IT service levels are delivered to users.
		Considering the complexity and dynamic nature of today’s enterprise networks, service managers know it can be quite a challenge to achieve the high levels of service users require.
	www.networkd.com /sol_servicelevelmgmt.html (269 words)

	SAS IT Service Level Management
		SAS IT Service Level Management can read and analyze virtually any data format, allowing the solution to adapt to a company's current infrastructure and grow with the organization.
		SAS IT Service Level Management's documentation and reporting capabilities enable corporate executives to maintain a constant flow of information that fuels continuous quality improvement.
		Service level measurement reports are available out of the box and can be customized using a rich toolset for meeting specific business needs.
	www.sas.com /solutions/itslm/index.html (479 words)

	Rothstein: Service Level Agreements
		Equally customers of a support service may have unrealistic expectations of what can be reasonably provided by it.
		To overcome these gulfs support services are increasingly turning to Service Level Agreements.
		A Service Level Agreement (SLA) is simply an agreement between the support service and the user quantifying the minimum acceptable service to the user.
	www.rothstein.com /articles/slabuscont.html (400 words)

	Service Level Management - FrontRange Solutions
		With automated processes and real-time visibility into your service delivery, Service Level Management enables you to continuously refine your service delivery and agreements.
		Auto-escalation - With Service Level Management, ensure pressing issues are addressed based on service targets with automatic escalation to the appropriate individuals.
		Service definitions down to the individual level - Truly customize your service delivery expectations - even down a single executive - to provide more responsive service to key individuals or groups.
	www.frontrange.com /ProductsSolutions/Detail.aspx?id=47 (382 words)

	ITIL Service Level Management
		Service Level Management is one of the most important processes of IT Service Management.
		Implementing the Service Level Management process enables both the customer and the IT services provider to have a clear understanding of the expected level of delivered services and their associated costs for the organization, by documenting these goals into formal agreements.
		Service Level Management can be used as a basis for charging for services, and can demonstrate to customers the value they are receiving from the Service Desk.
	www.infra-corp.com /ITIL/ITIL-service-level-management.asp (489 words)

	ITSM Foundation: ITIL Service Level Management
		Service Level Management is the primary management of IT services, ensuring that agreed services are delivered when and where they are supposed to be delivered.
		The Service Level Manager is dependent upon all the other areas of Service Delivery providing the necessary support that ensures the agreed services are provided in a secure, efficient and cost effective manner.
		IT Security is an integral part of Service Delivery, and as Service Level Management is the key discipline in providing Service Delivery, this process is also ultimately responsible for ensuring that IT Services are provided in a secure manner, and the availability of the services is maximised within cost and efficiency constraints.
	www.itil-itsm-world.com /itil-6.htm (213 words)

	WSLA: Web Service Level Agreements
		It translates an SLA into configuration information for the individual service provider components and third party services to perform the measurement and supervision activities.
		An initial version of the framework is publicly available as part of the IBM Emerging Technologies Toolkit version 1.0 (April 2003).
		The WSLA creation and monitoring framework complements various other projects addressing issues on proactive management of a service environment, e.g., provisioning resources, workload management, etc., as per the agreed upon service levels specified via WSLA.
	www.research.ibm.com /wsla (165 words)

	SLAs / Service Level Agreements
		A mid-sized regional medical center in the Pacific Northwest was this attorney's testbed for developing a smarter service level agreement.
		You’ll learn why they’re necessary, how the service provider likes to set them, why financial penalties aren’t all they’re cracked up to be, and what you as the client should avoid doing when you’re sorting out your service levels.
		Performance decrements eliminate unhelpful service level baselines and nickel-and-dime credits and provide a powerful point system that ensures executive attention when you need it most, and stronger remedies if service continues to fail you.
	www.sourcingmag.com /tools_templates/slas_service_level_agreements.html (681 words)

	Service Level Agreements, Help Desk Software - ManageEngine ServiceDesk Plus
		More and more organizations are implementing strict Service Level Agreements to ensure high standards of IT service.
		Defining Service Level Agreements is even more critical in the case of outsourcing IT.
		This place tremendous pressure on your HelpDesk technicians to ensure that the required IT service levels are being met.
	manageengine.adventnet.com /products/service-desk/sla-management.html (209 words)

	Strengthen service-level agreements
		The first step begins with finding out what levels of service your organization actually needs to do its business, not what service providers offer in their standard agreements.
		Negotiate the SLA with the service provider, paying particular attention to what services are being guaranteed, how they will be measured, the process for realizing agreed-upon remedies, and the amount of time the service provider has to correct problems.
		Guarantee a certain level of circuit performance over the carrier’s core backbone that is consistently exceeded by its network (including availability, latency, throughput).
	www.networkworld.com /careers/2002/0506man.html (909 words)

	Service Level Agreements - Executive Summaries - CIO (Site not responding. Last check: 2007-11-05)
		Your hoster may want to promise a level of service based on the average availability of all 50 servers, an SLA technique known as aggregation.
		Rewards are useful for business-related service levels—say, for being able to respond to 95 percent of website customer service calls within 30 seconds rather than the contracted 90 percent.
		Getting service level agreements for system uptime could be critical, or it could be a detail of your overall operation because it is more important that your applications are accessible when you need them to be.
	www.cio.com /summaries/outsourcing/sla (3398 words)

	Service Level Management
		The term service level management has become identified with the systems that monitor the IT infrastructure, tracking such things as the availability of servers, networks, applications, and storage devices.
		The Digital Fuel solution for Service Level Management allows IT organizations to move to the next level by tying infrastructure measurements to business attributes as well as to the service obligations and agreements necessary to manage the service relationship.
		With Digital Fuel Service Level Management, IT can measure how much of what service is consumed by business unit, function, or facility.
	www.digitalfuel.com /solutions/service-level-management.aspx (199 words)

	Service Level Agreements, Service Contracts, SLA
		Depending on whether the agreement is for provision of services or hiring of a service provider, and the party drafting the agreement, the exceptions may be more broad or more narrow.
		This protects both the confidential information the service provider might offer and the information she might have access to when performing the work.
		Services level agreements and service agreements help to clarify goals and ensure a meeting of the minds, limit risk and ensure both parties get what they want.
	www.coollawyer.com /webfront/internet_law_library/articles/law_library_service_level_article.php (1245 words)

	Blueprint for an Exchange Service Level Agreement
		Objective is to match service and cost levels with long term goal to increase service levels while decreasing costs.
		Advanced: Service levels are embedded in overall service desk processes enabling dynamic allocation of resources either external or internal to meet changing business conditions.
		Service Level Management is accomplished by negotiating a change or additional to an existing Service Level Agreement.
	www.msexchange.org /tutorials/Blueprint_for_an_Exchange_Service_Level_Agreement.html (3355 words)

	Service Level Agreements H2E Solutions Provider computer updates, preventitive maintenance Houston Texas.
		Having a service provider who is available for your computer support when it is in need and not when systems are running optimally, is a fiscally sound practice.
		A SLA is a product that allows the business to rest assured that without the encompassing overhead and human resources needs of hiring a full-time staff to maintain a few, but significant computers to have its computers maintained and supported.
		Computers are machines, pieces of equipment, and therefore they fall under the category of a car, air conditioner or any other mechanical piece of hardware that can fail with out proper maintenance.
	www.h2esp.net /service_level_agreements.htm (488 words)

	SLA: Service-Level Agreement
		A Service Level Agreement is a contract between a network Service Provider and a customer, which defines the terms of types of services, quality of services and the customer payment.
		To comply with the SLA, Service Providers use many techniques and solutions to monitor and manage network performance and traffic to meet the requirements in the SLA and to generate corresponding reports to show customers the results.
		The IT departments of large enterprises writes a service level agreement so that services for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers.
	www.networkdictionary.com /networking/sla.php (236 words)

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