Service Level Management for Enterprise Networks [Hardcover]

Lundy Lewis (Author)

Book Description

Publication Date: October 1999 | ISBN-10: 1580530168 | ISBN-13: 978-1580530163 | Edition: 1st

After Service Level Agreements (SLA) have been made between IT providers and consumers, expectations and services to be rendered vary widely and standardization is often fragmented. This examination of IT Service Management provides a framework for implementing and evaluating Service Level Agreements and helps the reader avoid common pitfalls. It seeks to deliver new methodology and techniques to improve SLAs, through discussion of SLM processes and architecture, but it also serves as a baseline against which to measure existing and future SLM programmes. The book examines research challenges, using real-world case studies, and discussing current tools and applications.

Editorial Reviews

About the Author

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

Product Details

• Hardcover: 326 pages
• Publisher: Artech House; 1st edition (October 1999)
• Language: English
• ISBN-10: 1580530168
• ISBN-13: 978-1580530163
• Product Dimensions: 9.3 x 6.4 x 1 inches
• Shipping Weight: 1.5 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #3,013,421 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

13 of 13 people found the following review helpful:

5.0 out of 5 stars The best introduction to Service Level Management, February 9, 2000

By A Customer

This review is from: Service Level Management for Enterprise Networks (Hardcover)

I found this book to be the most detailed and informative book on the subject of service level management. I believe the topic will become increasingly important as consumers begin demanding a certain level of computer service. Mr. Lewis's book is an excellent resource for both users and providers of computer services. Although the examples in the book are all for managing a computer or "enterprise" network, they can easily translate to other services. For a user of services the book describes the need for service level management -- what it is, how to get it, and then how to monitor it. For the provider it shows architecture and tools to implement service level management in products.

If you need to learn about Service Level Management and how it relates to your business, try this book.

7 of 7 people found the following review helpful:

5.0 out of 5 stars Insightful, June 23, 2000

By A Customer

This review is from: Service Level Management for Enterprise Networks (Hardcover)

I found the author of this book to have an extreme amount of insight into not only the definition of a Service Level Agreement, but into how to manage and effectively create SLA's. Many authors discuss what SLA's are, but few ever offer real life examples of such technology.

His objectivity and intellectual insight into this technology is a refreshing change from the typical techno-weenie jargon that is often seen in other texts on the same subject.