Practical Service Level Management Delivering High-Quality Web-Based Services

Measure, manage, and improve the speed and reliability of web services bull; bull;Complete reference for creating relevant, effective Service Level Agreements bull;Detailed discussions of both technical and business performance metrics and their statistical treatment bull;Performance and management implications of various web services delivery infrastructures, including caching and load distribution bull;Discussion of the transport infrastructure, including quality of service (QoS) technology and traffic shaping bull;Instrumentation system design bull;Measurement collection, aggregation, correlation, and use for real-time service level control and reporting bull;Quick problem detection, "triage" problem diagnosis, and root-cause analysis bull;Automated, policy-based system management bull;Load testing, modeling, and capacity planning for web systems bull;Calculation of return on investment for web infrastructure improvements bull;Structured plan for implementation of SLM techniques The web has become a major vehicle for transforming business processes, but ineffective management of web-based services can result in high costs and user dissatisfaction. Service Level Management (SLM) is therefore a competitive weapon in the web marketplace, providing the tools needed to improve performance and reliability of web services while simultaneously controlling costs. Practical Service Level Management: Delivering High-Quality Web-Based Services shows you how you can measure, manage, and improve network performance and quality of experience (QoE) for critical web services. Starting with an explanation of SLM and common performance metrics, the book provides detailed discussions of methods to measure and improve performance. Service Level Agreements, instrumentation, performance-improvement technologies, load testing, and long-term planning are all covered in detail. This book provides both technical engineers and non-technical managers with an organized, cohesive plan for measuring, improving, and evaluating the performance of web-based services. Whether you are delivering services to other businesses or directly to customers, Practical Service Level Management: Delivering High-Quality Web-Based Services walks you through the complete process of designing a balanced solution for your situation. Use it to help design a system with the speed, reliability, and flexibility that are critical success factors for your business. This book is part of the Networking Technology Series from Cisco Press, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers. John McConnell was involved in networking and the Internet for more than 30 years. A member of the ARPANET working group, John contributed to early Internet architecture and protocol development. He was one of the most frequently quoted e-business management consultants, with clients worldwide. John received a master's degree in electrical engineering and computer science from the University of California, Berkeley. Eric Siegel, principal Internet consultant with Keynote Systems, Inc., first worked on the Internet in 1978. He has taught Internet performance tuning, SLM, and QoS at major industry conferences such as Networld+Interop. Eric received his B.S. and M.E.E. degrees in electrical engineering from Cornell University, where he was elected to the electrical engineering honor society.McConnell, John is the author of 'Practical Service Level Management Delivering High-Quality Web-Based Services' with ISBN 9781587050794 and ISBN 158705079X.