Theory-W Software Project Management Principles and Examples
IEEE Transactions on Software Engineering
Mastering the requirements process
Mastering the requirements process
Specification of Service Level Agreements, Clarifying Concepts on the Basis of Practical Research
STEP '99 Proceedings of the Software Technology and Engineering Practice
WI-IATW '07 Proceedings of the 2007 IEEE/WIC/ACM International Conferences on Web Intelligence and Intelligent Agent Technology - Workshops
International Journal of Agent-Oriented Software Engineering
Design and Analysis of Contracts for Software Outsourcing
Information Systems Research
Service level agreements: web services and security
ICWE'07 Proceedings of the 7th international conference on Web engineering
A methodical procedure for designing consumer oriented on-demand IT service propositions
Information Systems and e-Business Management
Simulation based validation of quantitative requirements in service oriented architectures
Winter Simulation Conference
Heuristic approaches to service level agreements in packet networks
WINE'05 Proceedings of the First international conference on Internet and Network Economics
Modeling quantitative requirements in SLAs with network calculus
Proceedings of the 5th International ICST Conference on Performance Evaluation Methodologies and Tools
A calculus for SLA delay properties
MMB'12/DFT'12 Proceedings of the 16th international GI/ITG conference on Measurement, Modelling, and Evaluation of Computing Systems and Dependability and Fault Tolerance
Towards bridging the communication gap between consumers and providers in the cloud
Proceedings of the WICSA/ECSA 2012 Companion Volume
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Software intensive systems (SIS) increasingly influence the ability of enterprises to be competitive in continuously changing market situations. The integration of these systems into organizations, and in particular the subsequent exploitation, maintenance and service activities, have become of utmost importance. Unfortunately the area of exploitation and operation, also known as service management, is still rather immature. Service management covers services such as performance and availability support, end-user and help desk support, education, and maintenance. One of the main concepts of service management is the Service Level Agreement (SLA). The goal of an SLA is to bridge the gap between service provider and users or customers. However, there exist many problems and unsolved questions regarding the specification and the quantification of SLAs. This paper addresses the specification of SLAs on the basis of three well-founded service management principles, respectively: ‘continuity in service management,’ the pit/shell principle of a service, and the principle of specifying the quality of both a service process and a service object. Finally, the paper addresses the validation of these principles in practice.