On the migration from enterprise management to integrated service level management

Service level management (SLM) is popular in the industry, although the meaning of "service" varies depending on who one is talking to. Sometimes a service is understood with respect to networking elements alone (e.g. router throughput), sometimes in terms of application performance (e.g. packet latency), and sometimes in terms of user perception (e.g. URL response time). In this paper we provide a framework for integrated SLM that subsumes these different approaches into a single, comprehensive framework. Second, we provide a case study of a typical enterprise in the USA, showing how enterprise management is migrating to the concept of service management.