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Service Level Management with Apdex

Illustration: Apdex Logo

Service level management (SLM) is the art and science of keeping application services running properly once in production. The key to successful SLM is the ability to use metrics or performance indicators that are linked to the business.

Apdex (Application Performance Index) is an open standard that is a numerical measure of user satisfaction with the performance of enterprise applications. It converts many measurements into one number on a uniform scale of 0-to-1 (0 = no users satisfied, 1 = all users satisfied).

Properly implemented, Apdex enables an organization to link application performance to business needs. Apdex is supported by the Apdex Alliance, a group comprising software vendors who support the standard, and over 1000 supporting members who are applying the Apdex method today, or considering its use, in their organizations.

Webinar outline

To find out how you can start using Apdex in your enterprise, check out a recent Apdex Alliance Webinar, Service Level Management with Apdex [slides and a recording]. The executive director of the Alliance, Peter Sevcik, describes how the Apdex standard works, and shows why implementing the standard leads to effective service level management. Outline:

  • Apdex Overview
  • Defining Apdex Parameters
  • Service Level Management Using Apdex
  • Apdex SLM Case Studies

The presentation is illustrated using case studies drawn from the Apdex community, and is followed by about 20 minutes of audience Q&A.

Apdex Webinar program

This event is the first of a series of educational Webinars planned by the Apdex Alliance. Apdex Webinars aim to address a variety of performance management topics, with an emphasis on how to apply the Apdex methodology. The second event in the series, Choosing Application Performance Management (APM) Tools, is planned for June 30, 2010, with further events planned for September and November. I'll follow up with posts about each Webinar as they are scheduled.

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