January 2004
Intermediate to advanced
304 pages
8h 5m
English
book
Practical Service Level Management: Delivering High-Quality Web-Based Services
by John McConnell, Eric Siegel
Overview
Measure, manage, and improve the speed and reliability of web services
Complete reference for creating relevant, effective Service Level Agreements
Detailed discussions of both technical and business performance metrics and their statistical treatment
Performance and management implications of various web services delivery infrastructures, including caching and load distribution
Discussion of the transport infrastructure, including quality of service (QoS) technology and traffic shaping
Instrumentation system design
Measurement collection, aggregation, correlation, and use for real-time service level control and reporting
Quick problem detection, "triage" problem diagnosis, and root-cause analysis
Automated, policy-based system management
Load testing, modeling, and capacity planning for web systems
Calculation of return on investment for web infrastructure improvements
Structured plan for implementation of SLM techniques
The web has become a major vehicle for transforming business processes, but ineffective management of web-based services can result in high costs and user dissatisfaction. Service Level Management (SLM) is therefore a competitive weapon in the web marketplace, providing the tools needed to improve performance and reliability of web services while simultaneously controlling costs.
Practical Service Level Management: Delivering High-Quality Web-Based Services shows you how you can measure, manage, and improve network performance and quality of experience (QoE) for critical web services. Starting with an explanation of SLM and common performance metrics, the book provides detailed discussions of methods to measure and improve performance. Service Level Agreements, instrumentation, performance-improvement technologies, load testing, and long-term planning are all covered in detail. This book provides both technical engineers and non-technical managers with an organized, cohesive plan for measuring, improving, and evaluating the performance of web-based services.
Whether you are delivering services to other businesses or directly to customers, Practical Service Level Management: Delivering High-Quality Web-Based Services walks you through the complete process of designing a balanced solution for your situation. Use it to help design a system with the speed, reliability, and flexibility that are critical success factors for your business.
This book is part of the Networking Technology Series from Cisco Press, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers.