Table of Contents

Practical Service Level Management: Delivering High-Quality Web-Based Services
By John McConnell, Eric Siegel
...............................................
Publisher: Cisco Press
Pub Date: January 14, 2004
ISBN: 1-58705-079-X
Pages: 304

Table of Contents  | Index

		Copyright
		Acknowledgments
		About the Authors
		About the Technical Reviewers
		Preface
		Part I.  Service Level Agreements and Introduction to Service Level Management
			Chapter 1.  Introduction
				E-business Services
				Webbed Services and the Webbed Ecosystem
				Service Level Management
				Structure of the Book
				Summary
			Chapter 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
			Chapter 3.  Service Management Architecture
				Web Service Delivery Architecture
				Service Management Architecture: History and Design Factors
				Service Management Architecture: A General Example
				Summary
		Part II.  Components of the Service Level Management Infrastructure
			Chapter 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
			Chapter 5.  Event Management
				Event Management Overview
				Basic Event Management Functions: Reducing the Noise and Boosting the Signal
				A Market-Leading Event Manager: Micromuse
				Summary
			Chapter 6.  Real-Time Operations
				Reactive Management
				Proactive Management
				Automated Responses
				Examples of Commercial Operations Managers
				Summary
			Chapter 7.  Policy-Based Management
				Policy-Based Management
				The Need for Policies
				A Policy Architecture
				Policy Design
				Policy Product Examples
				Summary
			Chapter 8.  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
			Chapter 9.  Managing the Server Infrastructure
				Architecture of the Server Infrastructure
				Instrumentation of the Server Infrastructure
				Summary
			Chapter 10.  Managing the Transport Infrastructure
				Technical Quality Metrics for Transport Services
				QoS Technologies
				Managing Data Flows Among Organizations
				Summary
		Part III.  Long-term Service Level Management Functions
			Chapter 11.  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
			Chapter 12.  Modeling and Capacity Planning
				Advantages of Simulation Modeling
				Complexity of Simulation Modeling
				Simulation Model Examples
				Capacity Planning
				Summary
		Part IV.  Planning and Implementation of Service Level Management
			Chapter 13.  ROI: Making the Business Case
				Impact of ROI on the Organization
				A Basic ROI Model
				Soft Benefits
				ROI Case Study
				Summary
			Chapter 14.  Implementing Service Level Management
				Phased Implementation of SLM
				An SLM Project Implementation Plan
				Summary
			Chapter 15.  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