Managing On-Demand Business Applications with Hierarchical Service Level Agreements
Business applications are facing an increasing demand for being delivered as on-demand services. Service Level Agreements (SLAs) are a common way for specifying the exact conditions how services are delivered, both for business- and IT-based services. At the same time, the paradigm of service-orientation is expanded to different domains such as business and IT-based services. Services are composed out of other services across domains. Consequently, SLAs have to managed across such service hierarchies.
In this paper, we present the lessons learned from applying a generic, multi-layer SLA management framework to the context of on-demand business applications. We explain the implemented architecture and show how a hierarchy of services can be managed via SLAs. We explain in detail how SLAs can be established for different layers and how SLA terms are translated across the service hierarchy.
KeywordsService Level Agreement SaaS IaaS SLA hierarchy SLA translation
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