Service level management for enterprise networks / Lundy Lewis.

ISBN:

9781580532310

Title:

Author:

Lewis, Lundy.

Personal Author:

Lewis, Lundy.

Publication Information:

Physical Description:

1 online resource (xiii, 307 pages) : illustrations.

Series:

Artech House telecommunications library

Contents:

What is SLM? -- The evolution toward SLM -- The crux of SLM -- Why be interested in SLM? -- Case study: GlaxoWellcome -- SLM conceptual graph -- Case study: Cabletron Systems and ATandT -- A short guide to standards for integrated management -- Comparison with quality of service management -- SLM methodology -- Essential SLM methodology -- An excursion into SE methodologies -- Variations on SLM methodology -- Case study: Decisys -- SLM architecture -- What is architecture? -- Basic SLM architecture -- Useful ideas from artificial intelligence, robotics, and data warehousing -- SLM architecture revisited -- Evaluating SLM proposals with respect to architecture -- Case study: Deutsche Telekom -- Special topics in SLM -- The event correlation problem -- The semantic disparity problem -- The component-to-service mapping problem -- The agent selection problem -- The integration problem -- The scaling problem -- The representation problem -- The complexity problem -- Case study: KLM Airlines -- SLM and electronic commerce -- What is electronic commerce? -- Burdens on suppliers of electronic commerce -- SLM and electronic commerce -- Case study: Windward Consulting Group -- SLM, modern business, and quality of life -- Information systems and modern business -- The SLM connection -- Business trends and challenges -- Why be interested in SLM?

Local Note:

eBooks on EBSCOhost

Subject Term:

Business enterprises -- Computer networks.

Information technology -- Management.

Format:

Electronic Resources

Electronic Access:

Click here to view

Publication Date:

1999

Publication Information:

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.0546 21	1:E-BOOK	1	1:ONLINE	Searching... Unknown

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Summary

This first-of-its-kind, comprehensive examination of IT service level management provides a much-needed framework for implementing and evaluating service level agreements and helps you avoid common pitfalls.

Author Notes

Lundy Lewis holds an M.S. in Computer Science from Renssalear Polytechnic Institute in Troy, New York, and a Ph.D. in Philosophy from the University of Georgia.

Lewis is Director of Advanced Research at Cabletron Systems in Merrimack, New Hampshire, where he designs and develops commercial products for the networking community. He is a member of AAAI, IEEE, and ACM.

050

Preface	p. ix
Acknowledgments	p. xii
1 Introduction to service level management	p. 1
1.1 What is SLM?	p. 2
1.2 The evolution toward SLM	p. 5
1.3 The crux of SLM	p. 12
1.4 Why be interested in SLM?	p. 14
1.5 Case study: GlaxoWellcome	p. 16
1.6 Organization of this book	p. 18
Summary	p. 29
Exercises and discussion questions	p. 30
Further studies	p. 31
Select bibliography	p. 33
2 Concepts and definitions	p. 35
2.1 Definitions	p. 36
2.2 SLM conceptual graph	p. 39
2.3 Case study: Cabletron Systems and ATandT	p. 44
2.4 A short guide to standards for integrated management	p. 46
2.5 Comparison with quality of service management	p. 53
Summary	p. 60
Exercises and discussion questions	p. 61
Further studies	p. 62
Select bibliography	p. 63
3 SLM methodology	p. 65
3.1 Essential SLM methodology	p. 66
3.2 An excursion into SE methodologies	p. 74
3.3 Variations on SLM methodology	p. 99
3.4 Case study: Decisys	p. 102
Summary	p. 106
Exercises and discussion questions	p. 106
Further studies	p. 107
Select bibliography	p. 108
4 SLM architecture	p. 111
4.1 What is architecture?	p. 112
4.2 Basic SLM architecture	p. 113
4.3 Useful ideas from artificial intelligence, robotics, and data warehousing	p. 118
4.4 SLM architecture revisited	p. 138
4.5 Evaluating SLM proposals with respect to architecture	p. 139
4.6 Case study: Deutsche Telekom	p. 142
Summary	p. 151
Exercises and discussion questions	p. 152
Further studies	p. 153
Select bibliography	p. 154
5 Special topics in SLM	p. 157
5.1 The event correlation problem	p. 158
5.2 The semantic disparity problem	p. 190
5.3 The component-to-service mapping problem	p. 196
5.4 The agent selection problem	p. 207
5.5 The integration problem	p. 210
5.6 The scaling problem	p. 212
5.7 The representation problem	p. 213
5.8 The complexity problem	p. 215
5.9 Case study: KLM Airlines	p. 218
Summary	p. 232
Exercises and discussion questions	p. 234
Further studies	p. 234
Select bibliography	p. 235
6 SLM and electronic commerce	p. 241
6.1 What is electronic commerce?	p. 242
6.2 Burdens on suppliers of electronic commerce	p. 243
6.3 SLM and electronic commerce	p. 245
6.4 Case study: Windward Consulting Group	p. 246
Summary	p. 266
Exercises and discussion questions	p. 267
Further studies	p. 268
Select bibliography	p. 270
7 SLM, modern business, and quality of life	p. 271
7.1 Information systems and modern business	p. 272
7.2 The SLM connection	p. 275
7.3 Business trends and challenges	p. 277
7.4 Why be interested in SLM?	p. 280
Summary	p. 281
Exercises and discussion questions	p. 282
Further studies	p. 282
Select bibliography	p. 283
Epilogue	p. 285
List of acronyms and abbreviations	p. 287
About the author	p. 293
Index	p. 295

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Bound With These Titles

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Summary

Summary

Author Notes

Table of Contents