Supporting Service Level Agreement Creation with Past Service Behavior Data

被引：0
|
作者：
Ludwig, Andre [1 ]
Kowalkiewicz, Marek [2 ]
机构：
[1] Univ Leipzig, Grimmaische Str12, D-04109 Leipzig, Germany
[2] SAP Res, Brisbane, Qld 4101, Australia
来源：
BUSINESS INFORMATION SYSTEMS WORKSHOPS | 2009年 / 37卷
关键词：
Service Level Agreement; Dynamic Service Profiling; Contracting; Service behavior;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Service Level Agreement (SLA) is the key instrument for formalizing contractual relationships between service providers and their customers. Besides the contractual application, SLAs can be used by service providers to plan, control, and monitor their service management activities. In order to support the definition of service level objectives in SLAs, past service behavior should be considered. Dynamic service profiles (DSP) are integrated information sources that encapsulate historical service execution data and aggregate it in a way that it can be used for predicting future service behavior. In this paper we describe a solution for applying DSPs to elements in SLA templates to support decision making in SLA creation and negotiation. Based on an example we show how DSPs, derived from past service behavior, are linked with SLA service level objectives.
引用
收藏
页码：375 / +
页数：3
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