Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing
White Paper Published By: IBM
Published Date: Oct 03, 2013
Email and related traditional collaboration applications are some
of the few truly ubiquitous and mission-critical communication
tools for business today. Like the telephone, it is hard to image a
workplace without them.
White Paper Published By: Mimecast
Published Date: Aug 05, 2013
With recent high profile cases, such as the News of the World hacking scandal, hitting the news headlines, the issue of email retention has quickly moved up the IT Director’s agenda. Much soul searching has taken place as they ask themselves how easily they could retrieve email evidence if required to do so by a court of law.
White Paper Published By: IBM
Published Date: Jul 25, 2013
Enabling increased new project spending by improving data center efficiency is an IBM study that developed a data center operational efficiency model for assessing the capability levels of today’s data center and describes the ways IT organizations can progress along the path of data center transformation. The report was written by IDC, which also executed the survey and interviews on behalf of IBM.
You’re not the only one who gets a little nervous interacting during
presentations; your audience does, too. Why not make it easier for them to
“No matter if you are presenting in a virtual or in-person
environment, your presentations will benefit from audience participation and
Are you an Extreme Leader? Do you aspire to be one?
This handbook draws upon lessons from The Radical Leap Re-Energised by leadership expert Steve Farber, offering tips for taking your leadership to the next level.
White Paper Published By: Esker
Published Date: Apr 12, 2012
This paper illustrates that solutions exist today, both as traditional software and Software as a Service, with a proven track record of success in helping companies make the transition to 100% electronic AR invoicing.
White Paper Published By: VMware
Published Date: Aug 23, 2011
Virtualization is the essential catalyst for enabling the transition to cloud computing. VMware, the fastest growing enterprise software company and virtualization industry leader, builds on virtualization to deliver cloud infrastructure and management solutions that significantly reduce IT complexity.
Over the last two decades, IT organizations have spent billions of dollars implementing fault management tools and processes to maximize network availability. While availability management is critical, infrastructure reliability has improved to the point at which 99.9 percent availability is commonplace. Given these improvements in infrastructure availability, companies are focusing more attention on performance management. By measuring how networked applications and services perform under normal circumstances, understanding how infrastructure and application changes impact performance, and isolating the sources of above-normal latency, IT organizations can ensure problems are resolved quickly, mitigate risk from planned and unplanned changes, and take measured steps to optimize application performance. In this paper, you will learn why this shift is taking place and how a new management model, what CA Technologies calls Performance First, can empower you to advance to the next level in managing your network for application performance.
In this white paper, authored by Numara Software and Pink Elephant, we examine the critical role of having effective processes in driving down service costs. In particular, the paper demonstrates the importance of process and automation in helping IT executives stretch their IT budget further.
Alfred Ashley Group helps small businesses overcome the daunting prospect of buying, installing, and managing computer and telephone system solutions. Building in best-in-class and cost-effective security is vital for meeting customer expectations and achieving the company's revenue and profit goals.
White Paper Published By: NEC
Published Date: Sep 14, 2009
This white paper is a business briefing for C-Level Executives on how integrating a range of technologies - including unified communications, service oriented architecture, virtualization and cloud computing - can transform the productivity and profitability of large enterprises.
White Paper Published By: LANDesk
Published Date: Aug 26, 2009
Service management solutions have the potential to return very significant hard-currency ROI. Successful implementations dramatically improve decision accuracy, enhance productivity, increase operating efficiency and reduce operational risk by providing comprehensive context for a wide range of management decisions.
See how this integrated out-of-the-box help desk, asset management and Change Management solution can help solve many IT help desk problems with ease.• Easily create tickets and requests • Automate repetitive workflows • Perform asset discovery • Manage software license compliance • Run pre-built dashboards and reports
Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history
Discover how Numara® Track-It!® helps you avoid unplanned service interruptions, lost revenue and customer dissatisfaction due to unmanaged change. With change management capabilities, you will have the flexibility and management tools you need.• Implement change control • Reduce time and effort while improving productivity and compliance • Leverage your IT investment with a fully integrated change management solution • Improve customer satisfaction • Adhere to best practices in IT change management • Reduce the cost of IT services