SLA management process model

Authors:
Mira Kajko-Mattsson
Affiliations:
Stockholm University
Venue:
Proceedings of the 2nd International Conference on Interaction Sciences: Information Technology, Culture and Human
Year:
2009

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Abstract

To make customers happy, one must continuously revise support provided to them and make decisions on how to change it in the next coming service delivery period. In this paper, we evaluate EM3: SLA Management process model within eleven software companies. Our results show that our model is realistic and correctly reflects the industrial practice.