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

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Instrumentation Design for Service Monitoring

In this section, you learn about the actual process of collecting the required information. To monitor service behaviors, you need to select the appropriate demarcation points and monitoring techniques.

Demarcation Points

Collectors are deployed most effectively by selecting the appropriate demarcation points—usually a boundary between organizations or infrastructures. The enterprise-service provider interface is an example of an organization demarcation point. Collectors positioned at each demarcation point measure the delay across the provider network as well as within parts of the enterprise network structure. They can then provide end-to-end service quality measurements; additional placements ...

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