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QoS (Quality of Service) and Network Management are old topics. However, the fusion of IP style multimedia and wireless networks (3G) means that network manager
Site Reliability Engineering
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The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that softw
Managing Service Quality
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Foundations of Service Level Management
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This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.
Managing Customer Value
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Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standar