A telecom company’s SLA, for example, may promise network availability of 99.999% (which works out to about five and a quarter minutes of downtime per year), and allow the customer to reduce their ...

This excerpt from the upcoming book, SQL Server 2008 Administration in Action, introduces the role of service-level agreements (SLAs) as part of a DBA's overall strategy to maintaining reliable ...

Q: Our agency has been selected to handle business travel for a major corporation in our area. The corporate travel manager has told us that the corporation wants a written contract with a "service ...

Over a career in information technology spanning multiple decades, I have observed that many IT organizations have focused process improvement and measurement almost exclusively on software ...