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

by John W. McConnell

A complete reference for creating relevant, effective Service Level Agreements. Detailed discussions of both technical and business performance metrics and their statistical treatment. Performance and management implications of various web services delivery infrastructures, including caching and content distribution. Discussion of the transport infrastructure, including Quality of Service (QoS) technology and traffic shaping. Instrumentation system design. Measurement collection, aggregation, correlation, and use for real-time service level control and reporting. Quick problem detection, "triage" problem diagnosis, and root-cause analysis. Automated, policy-based system management. Load testing, modeling, and capacity planning for web systems. Calculation of return on investment for web infrastructure improvements. Structured plan for implementation of SLM techniques. 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.

304 pages, Hardcover

First published January 24, 2003