Specification of Service Level Agreements: Problems, Principles and Practices
Software Quality Control
Maturity Status within Front-End Support Organisations
ICSE '07 Proceedings of the 29th international conference on Software Engineering
An architecture for virtual organization (VO)-based effective peering of content delivery networks
Proceedings of the second workshop on Use of P2P, GRID and agents for the development of content networks
Competitive Contract Net Protocol
SOFSEM '07 Proceedings of the 33rd conference on Current Trends in Theory and Practice of Computer Science
A Software Maintenance Maturity Model (S3M): Measurement Practices at Maturity Levels 3 and 4
Electronic Notes in Theoretical Computer Science (ENTCS)
Architecture and performance models for QoS-driven effective peering of content delivery networks
Multiagent and Grid Systems - Content management and delivery through P2P-based content networks
Proceedings of the 2nd International Conference on Interaction Sciences: Information Technology, Culture and Human
ICACT'10 Proceedings of the 12th international conference on Advanced communication technology
Cooperative service level agreement
MILCOM'06 Proceedings of the 2006 IEEE conference on Military communications
Modeling and management of service level agreements for digital video broadcasting(DVB) services
IWSOS'07 Proceedings of the Second international conference on Self-Organizing Systems
| Hi-index | 0.00 |
Over the last ten years the primary business processes of many organisations have become strongly dependent on IT systems. As a consequence the integration of IT systems into organisations, and in particular the subsequent exploitation and operation support activities, have become of utmost importance. The area of IT exploitation and operation is known as Service Management and covers activities such as performance and availability support, end-user and help desk support, education, and technical operation.One of the main concepts of Service Management is the Service Level Agreement (SLA). The purpose of a SLA has recently shifted from being a financial contract towards an instrument for the management of the customer's expectations. Managing customer's expectations is based on the definition of services, the specification of service levels agreements and the design and implementation of service processes. This paper presents the underlying concepts for the identification and specification of Service Level Agreements. Based on lessons learned from empirical research a description and clarification is given of these SLA concepts.