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Oracle Enterprise Manager Grid Control 11g R1: Business Service Management

You're reading from   Oracle Enterprise Manager Grid Control 11g R1: Business Service Management A Hands-on guide to modeling and managing business services using Oracle Enterprise Manager 11g R1 using this Oracle book and eBook

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Product type Paperback
Published in May 2011
Publisher Packt
ISBN-13 9781849682169
Length 360 pages
Edition Edition
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Toc

Table of Contents (16) Chapters Close

Oracle Enterprise Manager Grid Control 11gR1: Business Service Management
Credits
About the Authors
About the Reviewers
www.PacktPub.com
1. Preface
1. Business Service Management: An Overview FREE CHAPTER 2. Modeling IT Infrastructure Using Oracle Enterprise Manager 11gR1 3. Modeling Groups and Systems 4. Modeling Services 5. Service Modeling Using Synthetic Transactions 6. Modeling Service Metrics 7. Service-Level Management 8. Modeling Composite Business Services 9. Real-Time Business Service Monitoring 10. Business Service Management at your Data Center

Service-level agreements


In modern day enterprises, most business services are accompanied by an assurance from the provider, as well as an expectation of the consumer, albeit internal or external. The consumers of the enterprise business services expect not only high availability and high performance, but also an assurance on reliability and predictability. These assurances and expectations are defined on different attributes of a business service such as availability, performance, usage levels, support, and so on. These expectations are spread over a specific time horizon such as a day, week, month, quarter, or a year. This mutual consonance on the quality of service between the provider and the consumer over a period of time is known as a service-level agreement (SLA).

SLAs are common in most of the enterprise service offerings today. In many cases, SLAs are legally binding between a service provider and a customer. They usually contain a service description, definition of terms like...

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