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Practical Service Level Management: Delivering High-Quality Web-Based Services by Eric Siegel, John McConnell

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Service Management Architecture: History and Design Factors

A service management architecture must be designed to handle the heterogeneous, geographically distributed subsystems used for Web service delivery, and it must also cope with the fact that many of these subsystems are owned and managed by different organizations with only tenuous links for instrumentation and control. To make matters more complex, suppliers are being challenged, by customer demand, to provide individually tailored Service Level Agreements (SLAs) with fine distinctions and pricing for specific services and for specific customers. Customers are also beginning to ask for the ability to alter their service mix and service quality levels on demand.

The management system ...

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