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Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery

ISBN: 978-0-471-42866-4
464 pages
October 2002
Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery (0471428663) cover image


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
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Table of Contents

About the Authors.


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.


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.


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Author Information

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.
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