Service Level Definitions and Interactions
This section starts with a high level view of service level management and defines a terminology that is based on existing practices.
Computer systems are used to provide a service to end users. System and application vendors provide a range of components that can be used to construct a service. System managers are responsible for the quality of this service. A service must be available when it is needed and must have acceptable performance characteristics.
Service level management is the process by which information technology (IT) infrastructure is planned, designed, and implemented to provide the levels of functionality, performance, and availability required to meet business or organizational demands. ...
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