Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery by John Lee, Ron Ben-Natan
Publisher: Wiley; 1st edition (July 15, 2002) | ISBN-10: 0471210129 | PDF | 8,4 Mb | 352 pages
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