Download Integrating service level agreements pdf

Integrating service level agreements by John Lee, Ron Ben-Natan

Integrating service level agreements

Download Integrating service level agreements


Integrating service level agreements John Lee, Ron Ben-Natan
Language: English
Page: 467
Format: pdf
ISBN: 0471210129, 9780471210122
Publisher: Wiley

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

From the Back Cover

Uncover a revolutionary approach to SLAs that will help you gain a competitive advantage in the field

The use of Service Level Agreements (SLAs) will soon become the prevailing business model for delivering a large number of products and services. SLAs offer service providers the ability to distinguish themselves from the competition in today’s volatile market while providing a measure of security for their clients. Following an innovative approach, this book will clearly show you how to implement SLAs as part of an operation support solution (OSS). The authors address the issues you should know about and show you how to integrate data from applications available at all layers of the telecommunications management network (TMN) model. By combining network management, service management, field service activities, entitlement, and rating with dynamic workflow automation and leading-edge collaboration capabilities, the authors’ revolutionary approach provides you with a complete view of the SLA environment. This hands-on guide will also help you take full advantage of current community collaboration, data interface, process automation, and Internet-based distribution and reporting technologies when developing an SLA delivery strategy.

Covering everything you need to know about drafting and utilizing SLAs, Lee and Ben-Natan include discussions on: The roles, objectives, and life cycle of SLAs The complexities in the SLA environment Lessons learned from the CLEC telecom bubble SLAs in a customer-centric approach Business-level SLAs as well as device-level SLAs The integrated SLA (ISLA) model Integration techniques Organizational issues, including the various management layers Operational processes, workflows, notifications, and alerts Metrics and performance reporting Notification, mobile computing, and wireless access

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