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

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An SLM Project Implementation Plan

This section of the chapter presents a plan for implementation of SLM on an existing system; implementation for a new project is similar. These steps can proceed somewhat in parallel; for example, SLAs can be drafted and refined while instrumentation is collecting data to be used in setting service level objectives.

The steps of the plan are as follows:

  • Census and documentation of the existing system
  • Specification of performance metrics
  • Instrumentation choices and locations
  • Baseline of existing system performance
  • Investigation of system performance sensitivities and system tuning
  • Construction of SLAs

Census and Documentation of the Existing System

An overall census and documentation of the existing system configuration ...

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