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Supporting Service Level Agreement Creation with Past Service Behavior Data

  • André Ludwig
  • Marek Kowalkiewicz
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 37)

Abstract

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.

Keywords

Service Level Agreement Dynamic Service Profiling Contracting Service behavior 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • André Ludwig
    • 1
  • Marek Kowalkiewicz
    • 2
  1. 1.University of LeipzigLeipzigGermany
  2. 2.SAP ResearchSouth BrisbaneAustralia

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