SLA Automated Negotiation Manager for Computing Services

Authors:
Halina Kaminski;Mark Perry
Affiliations:
University of Western Ontario;University of Western Ontario
Venue:
CEC-EEE '06 Proceedings of the The 8th IEEE International Conference on E-Commerce Technology and The 3rd IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services
Year:
2006

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Abstract

Success in today's marketing arena can often depend on companies embracing effective new technologies and integrating them into their business model. In the computing service supply industry, Service Level Agreements (SLAs) are commonly prepared and signed agreements between the service provider and its customers. SLAs should match business needs of both sides of the agreement as closely as possible. This paper focuses on at the steps and activities that the service provider can take to facilitate agreement. It proposes an automated way for creating SLA's from a set of Service Level Objectives (SLOs). The SLA should achieve business goals, including the maximization of customer satisfaction. To automate the preparation of effective SLAs each company should set SLOs that support business needs.