Common metrics
Service-level agreements can contain numerous service performance metrics with corresponding service level objectives. A common case in IT Service Management is a call center or service desk. Metrics commonly agreed to in these cases include:
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ABA (Abandonment Rate): Percentage of calls abandoned while waiting to be answered.
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ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
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TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
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FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.
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TAT (Turn Around Time): Time taken to complete a certain task.
Uptime Agreements are another very common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, amount of scheduled maintenance windows, etc.
Many SLAs track to the ITIL specifications when applied to IT services.
Typical contents
SLAs commonly include segments to address: a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement.[1]
From a business perspective, you may need to look at Service Level Management (SLM) if you need to differentiate the service (e.g., to Gold, Silver, or Bronze) and have a differentiated price for each level of service.[2] Key points are to write the SLA in the language that the user understands and to have regular service reviews.
In Cloud Computing
Cloud computing, (also Grid computing and service-oriented architecture), use the concept of service level agreements to control the use and receipt of (computing) resources from and by third parties.
Any SLA management strategy considers two well-differentiated phases: the negotiation of the contract and the monitoring of its fulfillment in run-time. Thus, SLA Management encompasses the SLA contract definition (basic schema with the QoS (quality of service) parameters), SLA negotiation, SLA monitoring, and SLA enforcement, according to defined policies.
The main point is to build a new layer upon the grid, cloud, or SOA middleware able to create a negotiation mechanism between providers and consumers of services. [3]. A European Union funded Framework 7 research project, SLA@SOI[4], is researching aspects of multi-level, multi-provider SLAs within service-oriented infrastructure and cloud computing.
In outsourcing
Outsourcing involves the transfer of responsibility from an organization to a supplier. The management of this new arrangement is through a contract that may include a Service Level Agreement (SLA). The contract may involve financial penalties and the right to terminate if SLAs are consistently missed. Setting, tracking, and managing SLAs is an important part of Outsourcing Relationship Management (ORM) discipline. It is typical that specific SLAs are negotiated up front as part of the outsourcing contract, and they are utilized as one of the primary tools of outsourcing governance.
Shareware
The term shareware, popularized by Bob Wallace,[1] refers to proprietary software that is provided to users without payment on a trial basis and is often limited by any combination of functionality, availability or convenience. Shareware is often offered as a download from an Internet website or as a compact disc included with a periodical such as a newspaper or magazine. The aim of shareware is to give buyers the opportunity to use the program and judge its usefulness before purchasing a license for the full version of the software.
Shareware is usually offered as a trial version with certain features only available after the license is purchased, or as a full version, but for a trial period. Once the trial period has passed the program may stop running until a license is purchased. Shareware is often offered without support, updates, or help menus, which only become available with the purchase of a license. The words "free trial" or "trial version" are indicative of shareware.
The term shareware is used in contrast to retail software, which refers to commercial software available only with the purchase of a license which may not be copied for others, public domain software, which refers to software not copyright protected, and freeware, which refers to copyrighted software for which the author solicits no payment (though he or she may request donations).
Software
Computer software, or just software is a general term used to describe the role that computer programs, procedures and documentation play in a computer system.[1]
The term includes:
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Application software, such as word processors which perform productive tasks for users.
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Firmware, which is software programmed resident to electrically programmable memory devices on board mainboards or other types of integrated hardware carriers.
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Middleware, which controls and co-ordinates distributed systems.
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System software such as operating systems, which interface with hardware to provide the necessary services for application software.
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Software testing is a domain dependent of development and programming. Software testing consists of various methods to test and declare a software product fit before it can be launched for use by either an individual or a group.
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Testware, which is an umbrella term or container term for all utilities and application software that serve in combination for testing a software package but not necessarily may optionally contribute to operational purposes. As such, testware is not a standing configuration but merely a working environment for application software or subsets thereof.
Software includes things such as websites, programs or video games, that are coded by programming languages like C or C++.
"Software" is sometimes used in a broader context to mean anything which is not hardware but which is used with hardware, such as film, tapes and records.[2]
Spam
Spam is the abuse of electronic messaging systems (including most broadcast media, digital delivery systems) to send unsolicited bulk messages indiscriminately. While the most widely recognized form of spam is e-mail spam, the term is applied to similar abuses in other media: instant messaging spam, Usenet newsgroup spam, Web search engine spam, spam in blogs,wiki spam, online classified ads spam, mobile phone messaging spam, Internet forum spam, junk fax transmissions, social networking spam, and file sharing network spam.
Spamming remains economically viable because advertisers have no operating costs beyond the management of their mailing lists, and it is difficult to hold senders accountable for their mass mailings. Because the barrier to entry is so low, spammers are numerous, and the volume of unsolicited mail has become very high. The costs, such as lost productivity and fraud, are borne by the public and by Internet service providers, which have been forced to add extra capacity to cope with the deluge. Spamming is widely reviled, and has been the subject of legislation in many jurisdictions.[1]
People who create electronic spam are called spammers.[2]
Structured Query Language (SQL)
The most common operation in SQL is the query, which is performed with the declarative SELECT statement. SELECT retrieves data from one or more tables, or expressions. Standard SELECT statements have no persistent effects on the database. Some non-standard implementations of SELECT can have persistent effects, such as the SELECT INTO syntax that exists in some databases.[11]
Queries allow the user to describe desired data, leaving the database management system (DBMS) responsible for planning, optimizing, and performing the physical operations necessary to produce that result as it chooses.
A query includes a list of columns to be included in the final result immediately following the SELECT keyword. An asterisk ("*") can also be used to specify that the query should return all columns of the queried tables. SELECT is the most complex statement in SQL, with optional keywords and clauses that include:
-
The FROM clause which indicates the table(s) from which data is to be retrieved. The FROM clause can include optional JOIN subclauses to specify the rules for joining tables.
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The WHERE clause includes a comparison predicate, which restricts the rows returned by the query. The WHERE clause eliminates all rows from the result set for which the comparison predicate does not evaluate to True.
-
The GROUP BY clause is used to project rows having common values into a smaller set of rows. GROUP BY is often used in conjunction with SQL aggregation functions or to eliminate duplicate rows from a result set. The WHERE clause is applied before the GROUP BY clause.
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The HAVING clause includes a predicate used to filter rows resulting from the GROUP BY clause. Because it acts on the results of the GROUP BY clause, aggregation functions can be used in the HAVING clause predicate.
-
The ORDER BY clause identifies which columns are used to sort the resulting data, and in which direction they should be sorted (options are ascending or descending). Without an ORDER BY clause, the order of rows returned by an SQL query is undefined.
The following is an example of a SELECT query that returns a list of expensive books. The query retrieves all rows from the Book table in which the price column contains a value greater than 100.00. The result is sorted in ascending order by title. The asterisk (*) in the select list indicates that all columns of the Book table should be included in the result set.
SELECT *
FROM Book
WHERE price > 100.00
ORDER BY title;
The example below demonstrates a query of multiple tables, grouping, and aggregation, by returning a list of books and the number of authors associated with each book.
SELECT Book.title,
count(*) AS Authors
FROM Book
JOIN Book_author ON Book.isbn = Book_author.isbn
GROUP BY Book.title;
Example output might resemble the following:
Title Authors
---------------------- -------
SQL Examples and Guide 4
The Joy of SQL 1
An Introduction to SQL 2
Pitfalls of SQL 1
System Analyst
A systems analyst is responsible for researching, planning, coordinating and recommending software and system choices to meet an organization's business requirements. The systems analyst plays a vital role in the systems development process. A successful systems analyst must acquire four skills: analytical, technical, managerial, and interpersonal. Analytical skills enable systems analysts to understand the organization and its functions, which helps him/her to identify opportunities and to analyze and solve problems. Technical skills help systems analysts understand the potential and the limitations of information technology. The systems analyst must be able to work with various programming languages, operating systems, and computer hardware platforms. Management skills help systems analysts manage projects, resources, risk, and change. Interpersonal skills help systems analysts work with end users as well as with analysts, programmers, and other systems professionals.
Because they must write user requests into technical specifications, the systems analysts are the liaisons between vendors and the IT professionals of the organization they represent[1] They may be responsible for developing cost analysis, design considerations, and implementation time-lines. They may also be responsible for feasibility studies of a computer system before making recommendations to senior management.
A systems analyst performs the following tasks:
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Interact with the customers to know their requirements
-
Interact with designers to convey the possible interface of the software
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Interact/guide the coders/developers to keep track of system development
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Perform system testing with sample/live data with the help of testers
-
Implement the new system
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Prepare High quality Documentation
Many systems analysts have morphed into business analysts. And, the Bureau of Labor Statistics reports that "Increasingly, employers are seeking individuals who have a master’s degree in business administration (MBA) with a concentration in information systems." [2]
System Programmer
System programming (or systems programming) is the activity of programming system software. The primary distinguishing characteristic of systems programming when compared to application programming is that application programming aims to produce software which provides services to the user (e.g. word processor), whereas systems programming aims to produce software which provides services to the computer hardware (e.g. disk defragmenter). It thus requires a greater degree of hardware awareness.
System Software
Systems software refers to the Operating System and all utility programs (like Compiler, Loader, Linker, and Debugger) that manage computer resources at a low level. [1] [2] [3] Operating systems, such as GNU, Microsoft Windows, Mac OS X or Linux, are prominent examples of system software.
System software is software that basically allows the parts of a computer to work together. Without the system software the computer cannot operate as a single unit. In contrast to system software, software that allows you to do things like create text documents, play games, listen to music, or surf the web is called application software.[4]
In general, application programs are software that enable the end-user to perform specific, productive tasks, such as word processing or image manipulation. System software performs tasks like transferring data from memory to disk, or rendering text onto a display device.
System software is not generally what a user would buy a computer for, instead, it is usually the basics of a computer which come built-in. Application software is the programs on the computer when the user buys it. These programs may include word processors and web browsers.
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