Thursday, January 17, 2002
Some pages and papers on service level management and service level agreements that are worth visiting and reading are: A Structured Approach to Service Level Management and an Online Service Level Management Assessment. A plethora of service level agreement articles is provided at Business 2.0's Service Level Agreement links.
There are whitepapers, all in PDF format, that add to the service level management body of knowledge:
- Best Practices in Service Level Management
- Service Level Definitions
- IT Service Management Whitepaper
- Service Level Management: A Requirements View
With respect to UCITA and software quality, Cem Kaner's articles on Court Cases and Papers on the Law of Software Quality are essential reading for anyone who provides services or software. If you're following UCITA check for updates and developments on UCITA Online.
Another side of service level management deals with web site visitor experience. A site called Quality of Experience has articles and commentary on the subject. This is directly related to usability, a topic with which I ended today's research. Flash is Evil is an interesting and highly opinionated page dedicated to the dark side of Macromedia Flash in particular and usability in general. QA City is a good site for web testers and usability experts. There is something here for everyone who is involved in software quality.
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