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

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The Demands of Speed and Dynamism

The unrelenting pressures of speed and dynamism (constant change) will continue to challenge any organization that depends on the Internet for part of its success and survival. There will always be an advantage to being quick and responsive.

Speed and dynamism are related, but they are also antithetical to each other. Managing service quality would be simpler if things just got faster over time. The traditional Systems Network Architecture (SNA) networks offered by IBM are a good example. The SNA environment remained relatively constant for years. There was growth in traffic volume and the number of connected terminals, but the basic topology and traffic flows remained fixed. Administrators were able to use this ...

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