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55 Resources for

service level management

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Vodafone Information Systems: service level management at a Glance: IT service providers like Vodafone Information Systems depend on Service Level Agreements (SLAs) as a measure of their success. The company had the challenge of the customer retention and satisfaction, service data from many sources. SAS provided a central Web-based reporting system. This helped the company in automated import of...; Tags: Strategy, SAS Institute, Vodafone Group Plc., information system, Service Level Management, SLA, Intranet, Web browser, information technology, Internet, Web; Case studies
Support and Enhancement of SAP Applications for a Fortune 500 Company: To manage growing business needs, a Fortune 500 company implemented SAP R/3 at its USA and UK geographies, while the other geographies were running on legacy systems. The client was looking forward to reduce dependency over multiple technologies by migrating most of the applications to SAP. Wipro provided end-to-end services...; Tags: Wipro Technologies, Fortune 500 company, geography, SAP AG, SLA, legacy system; Case studies
Extending a Distributed Usage SLA Resource Broker to Support Dynamic Grid Environments: DI-GRUBER is a distributed Grid brokering service, with multiple decision points. Previously, the membership relationship among the decision points was statically defined. This limited the deployment in a dynamic environment where VOs appear and vanish frequently. This paper reports on the DI-GRUBER enhancements with support for WS-MDS Index Service that...; Tags: University of Chicago, environment; White papers
Homeloan Management Limited: Provider of Back-Office Processes to the Financial Services Industry Takes Control of a Growing Business: Homeloan Management Limited is the UK's foremost provider of systems and process outsourcing solutions to the mortgage sector. HML needed a solution that could help it proactively diagnose issues with both its own and its customers' systems to ensure that service level agreements were met. The solution provided was a...; Tags: Microsoft Corp., back-office, SLA, outsourcing, financial, security; Case studies
Enterprise Management: The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...; Tags: Infosys Technologies Ltd., enterprise management, SAP AG, SLA, TCO, help desk, outsourcing; Case studies

Increase Customer Retention through Proactive SLA Management: View this Webcast as two top technology experts describe how SLAs are affecting today's IT landscape - and how they will change tomorrow's. After a broad look at SLAs and how they're being used, this Webcast focuses on three of the critical concerns that must be addressed when developing an...; Tags: Service level management, Sterling Commerce, SLA, Webcast, information technology; Webcasts 2007-09-27
Call Center Outsourcing Contracts Under Information Asymmetry: This paper examines contracts to coordinate the capacity decision of a vend or who has been hired by a client to provide call center support. A variety of contracts are considered, all based on the observations contracts used by one large vendor. The role of different contract features such as...; Tags: Call centers, Customer relationship management (CRM), call-center, pay-per-call advertising, SLA, outsourcing, worker; White papers 2007-03-30
A Decision Support Tool To Optimize Scheduling Of IT Changes: Change management is one of the most critical processes in IT management. Some of the reasons are the sheer number of changes and the difficulty of evaluating the impact of changes on the IT services being provided. Through carrying out a survey with IT managers and practitioners, the authors have...; Tags: Service level management, Leadership, change management, SLA, decision support, IT administration, IT services, information technology, survey, window, financial; White papers 2007-01-14
Structure Of Service Level Agreements (SLA) In IT Outsourcing: The Construct And Its Measurement: The increased reliance of companies on IT outsourcing has turned management attention to a set of skills of managing relationships with service providers. While practitioners proclaimed that a key to managing outsourcing relationships was with SLA, there existed very little understanding of how effectiveness and impact of SLA on IT...; Tags: Service level management, IT Services, IT outsourcing, SLA, information technology, outsourcing, technique; White papers 2006-06-25
Align IT to Your Business with IBM IT Service Management: This paper provides an overview of the IT capabilities and business benefits that companies can realize with IBM IT Service Management solutions available. An IBM IT Service Management platform offers an open standards-based foundation for integrating and sharing information across IT organization silos - for more effective and...; Tags: Service level management, IT Service Management, Service Management, IBM Corp., IT services, open standard, information technology; White papers 2006-06-01
Change Management: A CA IT Service Management Process Map: CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. It uses the analogy of subway or underground system transport maps to illustrate how best to navigate a journey of continuous IT service improvement. Each map details each ITIL process (track), the ITIL...; Tags: Service level management, IT Services, IT Service Management, Computer Associates International Inc., Service Management, ITIL, change management, information technology; White papers 2006-06-01
Demand-Driven IT Service Management Through Enterprise Resource Planning For IT: Leaders of internal IT departments are facing many of the same challenges that the leaders of the businesses they support are facing: managing increasingly volatile demand and controlling costs without sacrificing quality and customer satisfaction. Established practices in IT departments, combined with a historical supply-oriented focus on service delivery, often...; Tags: Service level management, IT Services, Leadership, IBM Corp., IT Service Management, leader, information technology, customer satisfaction, ERP, asset; White papers 2006-04-01
A Categorization Scheme for SLA Metrics: Effective SLAs are extremely important to assure business continuity, customer satisfaction and trust. The metrics used to measure and manage performance compliance to SLA commitments are the heart of a successful agreement and are a critical long term success factor. Lack of experience in the use and automation of performance...; Tags: Service level management, SLA, categorization, business continuity, customer satisfaction, agreement, strategy, performance; White papers 2005-10-17
Sharing CIS Risk: Utilities often choose an in-house approach when implementing Customer Information Systems (CIS) to manage risk, control costs, and guide conversion processes. However, contrary to these good intentions, CIS implementation continues to be one of the most financially risky activities a utility can undertake. To counter ballooning costs and meet project...; Tags: SLA, business process, performance; White papers 2005-09-21
Contract Sadness: Too many CIOs cut enterprise software deals that look fabulous to the CEO and CFO but commit the people who do the real work to a nightmare of unrealistic expectations. Too many CIOs and CFOs negotiate IT contracts with vendors as if the process of implementation is completely disconnected from...; Tags: Service level management, International Data Group, SLA, CIO, cost reduction, enterprise software, outsourcing, information technology; White papers 2005-09-15
Managing BPM: To O or Not to O: The paper provides a perspective that evolves from the Supply-Chain Operations Reference (SCOR) framework, and then some more interesting perspectives about what seems to be evolving. SCOR provides an excellent process reference to support 'globalized' supply-chain, enabling an easy language to describe material flow, workflow, and transaction flow between companies...; Tags: Supply chain management (SCM), Hewlett-Packard Co., supply chain, BPM, SLA, outsourcing; White papers 2005-07-01
Change Management for Real-Time Performance Management: Accurate inventory is essential to a service provider, but as business becomes increasingly real-time, the challenge has increased. Flow-through provisioning requires immediate knowledge of available resources. And the pressures of customer-facing reports made available in real-time, call for a more proactive and automated approach to performance management and SLAs. With...; Tags: Micromuse Inc., performance management, OSS, change management, SLA, on-demand, monitoring, knowledge, performance, network; White papers 2005-06-01
A Scalability and Performance Evaluation of a Distributed Usage SLA-Based Broker in Large Grid Environments: Managing usage SLAs within large environments that integrate participants and resources spanning multiple physical institutions is a challenging problem. Maintaining a single unified usage SLA management decision point over hundreds to thousands of jobs and sites can quickly become a problem in terms of reliability as well as performance. Previous...; Tags: Service level management, Performance management, University of Chicago, SLA, scalability, performance evaluation, performance, environment, job; White papers 2005-04-22
Break the Overdependence on SLA's to Improve Performance in Bank Back-Office BPO's: Understanding what a Service Level Agreement (SLA), in bank outsourcing business, means to both provider and user is fundamental to the mutual success of the arrangement. This article asserts that SLA's must not be perceived as remedies for non-performance by the supplier, and in fact it can seldom repair the...; Tags: Service level management, SLA, bank, supplier, performance; White papers 2005-02-14
Sun Micro Stops Handling Its Parts Management in Pieces: Sun fell on hard times after 2000, with the dot-com crash and a plunge in sales. When business declined, it could no longer mask the inadequacies in its organization. Sun set out to fix the problem on a number of fronts. One of its biggest efforts came in the area...; Tags: Supply chain, Keller International Publishing, logistics, Sun Microsystems Inc., SLA, dot-com, sales, software; Case studies 2005-02-01