Abstract
Many proposals to model service level agreements (SLAs) have been elaborated in order to automate different stages of the service lifecycle such as monitoring, implementation or deployment. All of them have been designed for computational services and are not well–suited for other types of services such as business process outsourcing (BPO) services. However, BPO services supported by process–aware information systems could also benefit from modelling SLAs in tasks such as performance monitoring, human resource assignment or process configuration. In this paper, we identify the requirements for modelling such SLAs and detail how they can be faced by combining techniques used to model computational SLAs, business processes, and process performance indicators. Furthermore, our approach has been validated through the modelling of several real BPO SLAs.
This work has received funding from the European Commission (FEDER), the European Union’s Horizon 2020 research and innovation programme under the Marie Sklodowska-Curie grant agreement No 64575, the Spanish and the Andalusian R&D7&I programmes (grants TIN2012-32273 (TAPAS), TIC-5906 (THEOS) and COPAS (P12-TIC-1867)).
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del–Río–Ortega, A., Gutiérrez, A.M., Durán, A., Resinas, M., Ruiz–Cortés, A. (2015). Modelling Service Level Agreements for Business Process Outsourcing Services. In: Zdravkovic, J., Kirikova, M., Johannesson, P. (eds) Advanced Information Systems Engineering. CAiSE 2015. Lecture Notes in Computer Science(), vol 9097. Springer, Cham. https://doi.org/10.1007/978-3-319-19069-3_30
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