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Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery

Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery

John K. Lee, Ron Ben-Natan

ISBN: 978-0-471-42866-4

Oct 2002

464 pages

Select type: E-Book

$36.99

Description

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
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.