Service Level Management for Enterprise Networks

Rating:
Summary: Insightful
Review: I found the author of this book to have an extreme amount of insight into not only the definition of a Service Level Agreement, but into how to manage and effectively create SLA's. Many authors discuss what SLA's are, but few ever offer real life examples of such technology.

His objectivity and intellectual insight into this technology is a refreshing change from the typical techno-weenie jargon that is often seen in other texts on the same subject.

Rating:
Summary: The best introduction to Service Level Management
Review: I found this book to be the most detailed and informative book on the subject of service level management. I believe the topic will become increasingly important as consumers begin demanding a certain level of computer service. Mr. Lewis's book is an excellent resource for both users and providers of computer services. Although the examples in the book are all for managing a computer or "enterprise" network, they can easily translate to other services. For a user of services the book describes the need for service level management -- what it is, how to get it, and then how to monitor it. For the provider it shows architecture and tools to implement service level management in products.

If you need to learn about Service Level Management and how it relates to your business, try this book.