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.