Foundations of service level management
Rick Sturm, Wayne Morris, Mary Jander
Résumé
- Practical tips, cautions, and notes of interest to help
you take advantage of the experiences of the authors and
others who have implemented service level management
- Templates for building effective Service Level
Agreements
- Guidelines to shorten the process of negotiating
SLAs
- Advice on developing service level management
disciplines within your organization
- Sample business justifications supporting service level
management investments
- A comprehensive list of products that can be used for
service level management
Additionally, this book can save managers time and money, as well as help them avoid the frustration of attempting to "reinvent the wheel- for service level management.
Rick Sturm has over 25 years of experience in the
computer industry. He is president of Enterprise Management
Associates, a leading industry analyst firm that provides
strategic and tactical advice on the issues of managing
computing and communications environments and the delivery
of those services. He was co-chair of the IETF Working
Group that developed the SNMP MIB for managing
applications, and was a founder of the OpenView Forum. Rick
also is a columnist for Internet Week, has published
numerous articles in other leading trade publications, and
is a frequent speaker at industry events.
Wayne Morris has over 20 years of experience in the
computer industry. He is the vice president of corporate
marketing and a company officer of BMC Software, the
leading supplier of application service assurance
solutions. He bas held a variety of technical, support,
sales, marketing, and executive management positions in
several companies in Australia and the United States.
Mary Jander has spent 15 years tracking information
technology. She is presently a senior analyst with
Enterprise Management Associates. Prior to that, she was
with Data Communications magazine, where she covered
network and systems management.
L'auteur - Rick Sturm
Rick Sturm has over 25 years of experience in the
computer industry. He is president of Enterprise Management
Associates, a leading industry analyst firm that provides
strategic and tactical advice on the issues of managing
computing and communications environments and the delivery
of those services. He was co-chair of the IETF Working
Group that developed the SNMP MIB for managing
applications, and was a founder of the OpenView Forum. Rick
also is a columnist for Internet Week, has published
numerous articles in other leading trade publications, and
is a frequent speaker at industry events.
L'auteur - Wayne Morris
Wayne Morris has over 20 years of experience in the
computer industry. He is the vice president of corporate
marketing and a company officer of BMC Software, the
leading supplier of application service assurance
solutions. He bas held a variety of technical, support,
sales, marketing, and executive management positions in
several companies in Australia and the United States.
L'auteur - Mary Jander
Mary Jander has spent 15 years tracking information
technology. She is presently a senior analyst with
Enterprise Management Associates. Prior to that, she was
with Data Communications magazine, where she covered
network and systems management.
Caractéristiques techniques
| PAPIER | |
| Éditeur(s) | Sams |
| Auteur(s) | Rick Sturm, Wayne Morris, Mary Jander |
| Parution | 01/04/2000 |
| Nb. de pages | 272 |
| Format | 15 x 23 |
| Couverture | Broché |
| Poids | 400g |
| Intérieur | Noir et Blanc |
| EAN13 | 9780672317439 |
| ISBN13 | 978-0-672-31743-9 |
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