Practical Service Level Management: Delivering High-Quality Web-Based Services

Summary

Measuring service quality and determining compliance with SLAs are fundamental goals of instrumentation. Careful selection of demarcation points places intelligent collectors at the proper points to gather information on service behavior and quality.

Active techniques offer proactive problem detection and consistent baseline measurements. They are coupled with widely distributed passive collectors for thorough coverage.

Trip wires and time slices provide real-time notifications and solid data for planning and provisioning.

Each infrastructure involved in service management has its own specific instrumentation needs. These are discussed in the chapters covering each infrastructure: Chapter 8, “Managing the Application Infrastructure”; ...