Rothstein Associates Inc.

SERVICE LEVEL MANAGEMENT FOR ENTERPRISE NETWORKS
by Lundy Lewis

“After Service Level Agreements (SLA) are made between IT providers and consumers,
expectations and services to be rendered vary widely and standardization is often
fragmented. This first-of-its-kind, comprehensive examination of IT Service Level
Management provides a much-needed framework for implementing and evaluating Service
Level Agreements and helps you avoid common pitfalls.

“Service Level Management of Enterprise Networks not only delivers new methodology and
techniques to improve SLAs, through discussion of SLM processes and architecture, but
also serves as a baseline against which to measure existing and future SLM programs. With
a general knowledge of business processes, information management and technology, and
networking equipment, IT professionals and clients will learn more about the challenging
issues of SLM and the viable, real-world solutions available.

“ Examining research challenges, using real-world case studies, and discussing current tools
and applications, this up-to-the-minute book is essential for suppliers and consumers of IT in
large organizations and suppliers serving multiple clients, vendors building tools to support
SLM, and university professors interested in the application of SLAs.”

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CONTENTS

Preface
Acknowledgments
1. INTRODUCTION TO SERVICE LEVEL MANAGEMENT
1.1 What is SLM?
1.2 The evolution toward SLM
1.3 The crux of SLM
1.4 Why be interested in SLM?
1.5 Case study: GlaxoWellcome
1.6 Organization of this book
Summary
Exercises and discussion questions
Further studies
Select bibliography

2. CONCEPTS AND DEFINITIONS
2.1 Definitions
2.2 SLM conceptual graph
2.3 Case study: Cabletron Systems and AT&T
2.4 A short guide to standards for integrated management
2.5 Comparison with quality of service management
Summary
Exercises and discussion questions
Further studies
Select bibliography

3. SLM METHODOLOGY
3.1 Essential SLM methodology
3.2 An excursion into SE methodologies
3.3 Variations on SLM methodology
3.4 Case study: Decisys
Summary
Exercises and discussion questions
Further studies
Select bibliography

4. SLM ARCHITECTURE
4.1 What is architecture?
4.2 Basic SLM architecture
4.3 Useful ideas from artificial intelligence, robotics, and data warehousing
4.4 SLM architecture revisited
4.5 Evaluating SLM proposals with respect to architecture
4.6 Case study: Deutsche Telekom
Summary
Exercises and discussion questions
Further studies
Select bibliography

5. SPECIAL TOPICS IN SLM
5.1 The event correlation problem
5.2 The semantic disparity problem
5.3 The component-to-service mapping problem
5.4 The agent selection problem
5.5 The integration problem
5.6 The scaling problem
5.7 The representation problem
5.8 The complexity problem
5.9 Case study: KLM Airlines
Summary
Exercises and discussion questions
Further studies
Select bibliography

6. SLM AND ELECTRONIC COMMERCE
6.1 What is electronic commerce?
6.2 Burdens on suppliers of electronic commerce
6.3 SLM and electronic commerce
6.4 Case study: Windward Consulting Group
Summary
Exercises and discussion questions
Further studies
Select bibliography

7. SLM, MODERN BUSINESS, AND QUALITY OF LIFE
7.1 Information systems and modern business
7.2 The SLM connection
7.3 Business trends and challenges
7.4 Why be interested in SLM?
Summary
Exercises and discussion questions
Further studies
Select bibliography

Epilogue
List of acronyms and abbreviations
About the author
Index

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ABOUT THE AUTHOR

“Lundy Lewis is Director of Research at Cabletron Systems. He holds several patents in
enterprise management and serves on the architectural board for the Spectrum Enterprise
Management System. Dr. Lewis publishes in the professional literature and frequently gives
presentations and tutorials at professional conferences. His first book, Managing Computer
Networks: A Case-Based Reasoning Approach, was published in 1995.

“Dr. Lewis is an adjunct professor at the University of New Hampshire and New Hampshire
College, where he teaches graduate-level courses in artificial intelligence, computer
information systems, object-oriented methodology, and software engineering. He has taught
courses in computer science and philosophy at Renssalaer Polytechnic Institute at Hartford,
State University of New York at Binghamton, and the University of Georgia.

“Dr. Lewis received a Ph.D. in philosophy from the University of Georgia, an M.S. in
computer science from Renssalaer Polytechnic Institute, and a B.S. in mathematics and a
B.A. in philosophy from the University of South Carolina. He is a member of IEEE, ACM, and
AAAI.”

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1999, 307 pages. Order #DR438.
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