Integrating Service Level Agreements
Optimizing Your OSS for SLA Delivery| By: | John K. Lee; Ron Ben-Natan |
| Publisher: | Wiley Professional Development (P&T) |
| Print ISBN: | 9780471210122 |
| eText ISBN: | 9780471428664 |
| Edition: | 1 |
| Copyright: | 2002 |
| Format: | Page Fidelity |
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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