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

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Technical Quality Metrics for Transport Services

There are common low-level technical quality metrics that can be applied to network infrastructures to paint a picture of overall service quality. They are as follows:

  • Workload and required bandwidth

  • Availability and packet loss

  • One-way latency

  • Round-trip latency

  • Jitter

These were first introduced in Chapter 2, “Service Level Management,” and they are expanded upon here.

Workload and Bandwidth

Some services require a guaranteed, unchanging amount of bandwidth to function properly; for those situations, bandwidth guarantees are necessary. Others simply require a certain amount of bandwidth averaged over a long interval. In either case, the bandwidth required is a function of the workload being applied ...

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