Measure, manage, and improve the speed and reliability of web services
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 load 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

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.

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