Foundations of application management
Foundations of application management
Supporting Service Level Agreements on IP Networks
Supporting Service Level Agreements on IP Networks
Complete Guide to It Service Level Agreements
Complete Guide to It Service Level Agreements
QoS-Assured Service Composition in Managed Service Overlay Networks
ICDCS '03 Proceedings of the 23rd International Conference on Distributed Computing Systems
Utility computing SLA management based upon business objectives
IBM Systems Journal
Web services on demand: WSLA-driven automated management
IBM Systems Journal
IEEE Transactions on Multimedia - Special issue on quality-driven cross-layer design for multimedia communications
ESOCC'12 Proceedings of the First European conference on Service-Oriented and Cloud Computing
A SLA graph model for data services
Proceedings of the fifth international workshop on Cloud data management
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It is imperative for a competitive e-business outsourcing service provider to manage the execution of its service level agreement (SLA) contracts in business terms (e.g., minimizing financial penalties for service-level violations, maximizing service-level measurement based customer satisfaction metrics, etc.). In order to do that, the provider must possess a generic means of capturing and managing the SLA contract data (e.g., quality measurement data sources, service-level evaluation rules, etc.) as well as the relationships between them and internal service-level management (SLM) data (e.g., resource management data, system configuration data, etc.). This paper presents the design rationale of a generic SLA semantic model (including a set of semantic elements and relationships) based on an in-depth analysis of nine real e-business outsourcing SLA contracts/templates comprising over 100 service-level guarantees and intents. Our development experience with a state-of-the-art SLA contract execution manager (named SAM) suggests the semantic model is practical and useful.