SLA White Papers

Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing
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By: Aternity     Published Date: Aug 26, 2011

This whitepaper provides insight, best practices, and recommendations for monitoring the end user experience within Virtual Desktop Infrastructures (VDI).

Tags : aternity, vdi, real end user experience, fpi, frontline performance intelligence, virtual desktop infrastructure, application performance, user productivity
    
By: VMware     Published Date: Aug 23, 2011

Virtualization is the essential catalyst for enabling the transition to cloud computing. VMware, the fastest growing enterprise software company and virtualization industry leader, builds on virtualization to deliver cloud infrastructure and management solutions that significantly reduce IT complexity.

Tags : vmware, cloud computing, it revolution, virtualization, infrastructure, it spending, total cost of ownership, sla
    
By: Numara Software     Published Date: Dec 09, 2009

In this white paper, authored by Numara Software and Pink Elephant, we examine the critical role of having effective processes in driving down service costs. In particular, the paper demonstrates the importance of process and automation in helping IT executives stretch their IT budget further.

Tags : numara, itil, pink elephant, automation, consulting, slas, sla, project management
    
By: Trend Micro SaaS     Published Date: Sep 22, 2009

Alfred Ashley Group helps small businesses overcome the daunting prospect of buying, installing, and managing computer and telephone system solutions. Building in best-in-class and cost-effective security is vital for meeting customer expectations and achieving the company's revenue and profit goals.

Tags : saas, trend, trend micro, software as a service, trendlabs, email security, security, interscan messaging
    
By: NEC     Published Date: Sep 14, 2009

This white paper is a business briefing for C-Level Executives on how integrating a range of technologies - including unified communications, service oriented architecture, virtualization and cloud computing - can transform the productivity and profitability of large enterprises.

Tags : nec, virtualization, soa, service oriented architecture, cloud computing, unified communications, sla, slas
    
By: LANDesk     Published Date: Aug 26, 2009

Service management solutions have the potential to return very significant hard-currency ROI. Successful implementations dramatically improve decision accuracy, enhance productivity, increase operating efficiency and reduce operational risk by providing comprehensive context for a wide range of management decisions.

Tags : avocent, itsm, it service management, itil, integration, sla, it infrastructure library, green it
    
By: Numara Software     Published Date: Jul 16, 2009

Delivering world class customer service in today’s fast paced business environment is becoming more difficult as information and data requires instant access.

Tags : footprints, numara, blackberry, mobile, service desk, on-the-go, slas, service level agreements
    
By: Numara Software     Published Date: Jul 16, 2009

See how this integrated out-of-the-box help desk, asset management and Change Management solution can help solve many IT help desk problems with ease.• Easily create tickets and requests • Automate repetitive workflows • Perform asset discovery • Manage software license compliance • Run pre-built dashboards and reports 

Tags : numara, help desk management, track it, asset management, asset discovery, tickets, requests, dashboards
    
By: Numara Software     Published Date: Jul 16, 2009

Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history

Tags : help desk, track it, numara, customer management, best practices, customer satisfaction, self service, knowledge management
    
By: Numara Software     Published Date: Jul 16, 2009

Discover how Numara® Track-It!® helps you avoid unplanned service interruptions, lost revenue and customer dissatisfaction due to unmanaged change. With change management capabilities, you will have the flexibility and management tools you need.• Implement change control • Reduce time and effort while improving productivity and compliance • Leverage your IT investment with a fully integrated change management solution • Improve customer satisfaction • Adhere to best practices in IT change management • Reduce the cost of IT services

Tags : help desk, track it, numara, customer management, best practices, customer satisfaction, self service, knowledge management
    
By: BMC Control M     Published Date: Jul 16, 2009

Gartner has positioned BMC CONTROL-M in the Leaders Quadrant of their "2009 Magic Quadrant for Job Scheduling." The report assesses the ability to execute and completeness of vision of key vendors in the marketplace. Read a full copy today, courtesy of BMC Software.

Tags : quadrant, magic quadrant, job scheduling, bmc control-m, workload, automation broker, gartner, data
    
By: Numara Software     Published Date: Jul 09, 2009

With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!

Tags : numara, footprints, service excellence, customer experience, hosting service, call center, it service management, call volume
    
By: Numara Software     Published Date: Jul 09, 2009

In this informative webinar, you will learn about the challenges of implementing configuration management along with suggestions on how to get started, and best practices to ensure success. You will also learn how Numara® FootPrints® Configuration Management, with its fast implementation, practical approach to implementing configuration management and automated integration to auto-discovery tools, takes the pain and time out of creating and maintaining a functional CMDB. Learn more today!

Tags : configuration management, cmdb, numara, footprints, auto-discovery tools, hardware, itil, service management
    
By: Numara Software     Published Date: Jul 09, 2009

This webinar and service catalog demo will show you how Numara FootPrints Service Catalog will help your organization quickly provide an attractive menu of services tailored to your customers while providing transparency of service costs - all integrated into your service management workflow. Learn more today!

Tags : itil v3, numara, footprints, service catalog, service request, service management, call volume, it budget
    
By: Stratus Technologies     Published Date: Jun 16, 2009

"Time is money. You can't do business if you can't access your applications. I won't settle for anything less than 99.99% application availability." Steven Sommer, veteran CIO/CTO There is no aspect more critical to a business than the ability of its end users, customers, business partners and suppliers to have high availability access the corporate applications. If applications are unavailable, business ceases. And corporations know it.

Tags : c-level, stratus, itic, end users, customers, partners, high availability, corporate applications
    
By: IBM     Published Date: Jun 02, 2009

Linux reliability has come of age. Several major Linux distributions including Novell SUSE, Red Hat Enterprise Linux and Ubuntu scored high in reliability, improved over 2006 uptime statistics and achieved near parity with Unix distributions. Security incidents plagued Windows Server 2003, which saw uptime decrease by roughly 10% during last year. Corporations must continue to adhere to best practices in configuration, management and security to ensure optimal server operating system and application reliability.

Tags : reliability, uptime, performance, management, service-level agreement, sla, compliance, linux
    
By: LANDesk     Published Date: Jun 02, 2009

A proven framework for delivering business alignment and implementing best practices for IT service management.

Tags : landesk, avocent, itsm, it business management, itbm, maturity model, service management, cobit
    
By: ASG Software Solutions     Published Date: Jun 02, 2009

End-user expectations and high levels of performance against Service Level Agreements (SLAs) must be achieved or organizations risk the loss of business. This paper details key capabilities needed for successful end-user monitoring and provides critical considerations for delivering a successful end-user experience.

Tags : asg, cmdb, bsm, itil, bsm, metacmdb, archiving, sap
    
By: Citrix     Published Date: May 27, 2009

Whether you're considering your first virtual desktop solution or trying to salvage an existing implementation, Citrix XenDesktop is the clear choice on the market that offers the performance, scalability and manageability required to meet your business needs.

Tags : citrix, virtualization, hdx, xendesktop, sla, service level agreement, scalable, streamline
    
By: Tippit, CRM     Published Date: May 18, 2009

Download this side-by-side comparison guide that breaks down the industry's top 15 CRM players (including Salesforce.com, RightNow Technologies, NetSuite, Microsoft, Entellium, SugarCRM and Oracle) so you can quickly and easily compare the features and costs of each. Learn more today!

Tags : crm, hosted crm, tippit, marketing, market, hosted, on-premise, solution
    
By: SafeData, LLC     Published Date: May 05, 2009

Surprisingly, 50% of small to medium sized businesses that have invested in a data availability and recovery solution may still be vulnerable to downtime. Download this free white paper to learn what you can do to avoid the same risk.  You'll also learn what your options are for reliable IBM iSeries data protection and recovery that make sense for your size business.

Tags : virtualization, safedata, safe, data, ibm iseries recovery, rto, recovery time objectives, economy
    
By: IBM     Published Date: Apr 17, 2009

Optimize IT process, maximize ROI and improve service levels. The challenge facing businesses today is the need to achieve ever-higher levels of service and maximize return on investment, while simultaneously minimizing costs. This white paper reveals how IBM Maximo® asset and service management solutions help your organization run more efficiently.

Tags : ibm maximo, asset and service management solution, optimize it, maximize roi, service lebels, service management solutions, tivoli, it business processes
    
By: IBM     Published Date: Apr 17, 2009

Integrate facilities and IT. Realize the value of the green data center.As data center costs continue to rise, green is the word of the day. What it means is cost savings through consolidation and lower energy usage, as this white paper shows. See the role energy consumption plays in today’s data centers, and how IBM Tivoli® solutions can help optimize energy use.

Tags : ibm, green data center, ibm mbi, data center costs, cost savings, consolidation, energy use, ibm tivoli
    
By: LANDesk     Published Date: Apr 06, 2009

Implementing the ITIL set of guidelines to aid the implementation of a lifecycle framework for IT Service Management is now a major priority for a growing number of organizations, but remains a task where external help is often of critical importance.

Tags : itil, avocent, landesk, lifecycle, configuration management database, cmdb, it infrastructure library, kpi
    
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