by clicking on the page. A slider will appear, allowing you to adjust your zoom level. Return to the original size by clicking on the page again.
the page around when zoomed in by dragging it.
the zoom using the slider on the top right.
by clicking on the zoomed-in page.
by entering text in the search field and click on "In This Issue" or "All Issues" to search the current issue or the archive of back issues respectively.
by clicking on thumbnails to select pages, and then press the print button.
this publication and page.
displays a table of sections with thumbnails and descriptions.
displays thumbnails of every page in the issue. Click on a page to jump.
allows you to browse through every available issue.
FCW : November 15, 2013
SLA metrics across multiple providers as well as SLA comparisons. Other SLA management tools can also serve as a check on external serv- ice providers. Simon King, director of strategy for service support at BMC, said that in the past, enterprises would often depend on a vendor s SLA report- ing. But now, "there s more interest in doing performance monitoring from the consuming side, [not] just relying on the providers," he said. King said organizations can also deploy tools that monitor end users experience. Those tools zero in on glitches that affect users and help track vendor performance. He said every conversation he has with government or commercial customers eventually comes around to the topic of end-user experience because outsourcing will look like a bad choice if that experi- ence degrades. "Even when you outsource, you don t want to give up on tracking SLAs," King said. The hurdles One immediate challenge buyers must tackle is choosing from the variety of solutions for managing SLAs. Some of the variability stems from ITIL. Vic Berger, principal technolo- gist at IT solutions provider Af gent, said the ITIL framework includes a dozen subcomponents that software can address. Capabilities that include managing change, capacity, service catalogs and continuity all fall under the SLA/ITIL umbrella, he said. Organizations must decide which ITIL areas apply to them and then make a decision about software tools, Berger said, adding that different soft- ware players emphasize different ITIL components. Furthermore, an IT infrastructure encompasses a range of platforms that could need monitoring, so the SLA management job could call for more than one tool. "An agency would leverage different tools depending on the SLA," said Kris Mathisen, vice president of infrastruc- ture optimization and cloud services at Unisys Federal Systems. For example, an agency could use Rackwise software to track how ef ciently a data center uses energy and NetApp s OnCommand tool for a storage-related SLA. According to Mathisen, the salient question becomes how to aggregate the management and tracking of all the SLAs. "To achieve this, you would need a system that integrates with the [appli- cation programming interfaces] of the various systems you wish to monitor or tools you wish to aggregate into a mas- ter dashboard similar to what cloud brokers are evolving to provide," he said. ■ GO OR O PRODUCED BY 21S EN RY NNO A ONS O A H E E AGEN Y SS ONS REE OR GO ERN EN ! REG S ER ODAY! USE CODE: GOV2 Meet annual training requirements through these 1-day conferences plus pre-event workshops. Hear case studies from your peers and government leadership on best practices for securing and dispersing your data while still meeting budget demands. See the products, solutions and services contributing to these success stories in the exhibit hall, showcased by industry leading suppliers and integrators. GO ERN EN OR WORKSHOPS: DE E BER 2, 2013 ON EREN ES & EXPO: DE E BER 3, 2013 WASH NG ON D WAL ER E WASH NG ON ON EN ON EN ER November 15, 2013 FCW.COM 31
October 30, 2013
November 30, 2013