Aligning Service Level Agreements with Service-Oriented Enterprise Architecture

Nguyen, Trung-Viet; Lê, Lam-Son; Nguyen-An, Khuong; Truong, Thai-Minh

doi:10.1109/edocw.2017.11

Cited by 3 publications

(2 citation statements)

References 29 publications

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“…From the perspective of service design, we view enterprise services as if they wrap up business processes and other elements in SoEA. In our previous work, we examine the co-relation between the SLA of enterprise services being provisioned and the enterprise's underlying resources that materialize the said service provisioning [45]. Furthermore, we investigate the contract-based representation of enterprise services that are provisioned under a role described in enterprise architecture [31].…”

Section: Multi-dimensional Slamentioning

confidence: 99%

Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture

Lê

Nguyen

2020

SN COMPUT. SCI.

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As service-orientation gathers traction in enterprise engineering, more and more business processes and capabilities alike are wrapped up and viewed as services in today's digital enterprises. Digital servitization is neither a rebranding nor a syntax sugar in enterprise engineering. It opens the door to innovative business models, novel system architecture, to name just a few. Central to service provisioning is the notion of commitment that captures contractual agreements between the provider and the consumer of the service in question, describing not only computer-interpretable factors (e.g., reliability, payment), but also business rules (e.g., service penalty) of the commitment. Widely known as the service level agreement, this building block of service-oriented enterprise engineering is pushed towards virtual when it comes to digital servitization. In this article, we propose a descriptive framework for digital enterprise services together with devised techniques for the alignment and reinforcement of the service level agreement. The relevance and applicability of the multi-perspective approach to service engineering are among our findings, which are illustrated using a few examples and a real-life case-study.

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Section: Multi-dimensional Slamentioning

confidence: 99%

Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture

Lê

Nguyen

2020

SN COMPUT. SCI.

Self Cite

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“…To summarize the related work, the predominant model of studying SLAs has been the technical point of view. Though it has been pointed out in the literature that SLAs should be described as a mixture of human-mediated functionality and computer-interpretable factors [17], studies of SLAs from the non-technical perspective are scarce. Thus our work contributes to this important but underinvestigated field, with a particular focus on human decision-making and business aspects of SLAs in an open innovation environment.…”

Section: Background and Related Workmentioning

confidence: 99%

Risks and assets: a qualitative study of a software ecosystem in the mining industry

Olsson

Franke

2019

Proceedings of the 2019 27th ACM Joint Meeting on European Software Engineering Conference and Symposium on the Foundations of

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Digitalization and servitization are impacting many domains, including the mining industry. As the equipment becomes connected and technical infrastructure evolves, business models and risk management need to adapt. In this paper, we present a study on how changes in asset and risk distribution are evolving for the actors in a software ecosystem (SECO) and system-of-systems (SoS) around a mining operation. We have performed a survey to understand how Service Level Agreements (SLAs) -a common mechanism for managing risk -are used in other domains. Furthermore, we have performed a focus group study with companies. There is an overall trend in the mining industry to move the investment cost (CAPEX) from the mining operator to the vendors. Hence, the mining operator instead leases the equipment (as operational expense, OPEX) or even acquires a service. This change in business model impacts operation, as knowledge is moved from the mining operator to the suppliers. Furthermore, as the infrastructure becomes more complex, this implies that the mining operator is more and more reliant on the suppliers for the operation and maintenance. As this change is still in an early stage, there is no formalized risk management, e.g. through SLAs, in place. Rather, at present, the companies in the ecosystem rely more on trust and the incentives created by the promise of mutual future benefits of innovation activities. We believe there is a need to better understand how to manage risk in SECO as it is established and evolves. At the same time, in a SECO, the focus is on cooperation and innovation, the companies do not have incentives to address this unless there is an incident. Therefore, industry need, we believe, help in systematically understanding risk and defining quality aspects such as reliability and performance in the new business environment. CCS CONCEPTS• Social and professional topics → Automation; • Software and its engineering → Risk management.

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Reinforcing Service Level Agreements in Tourism Sector The Role of Blockchain and Mobile Computing

Nguyen

Lê

et al. 2020

2020 International Conference on Advanced Computing and Applications (ACOMP)

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Aligning Service Level Agreements with Service-Oriented Enterprise Architecture

Cited by 3 publications

References 29 publications

Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture

Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture

Risks and assets: a qualitative study of a software ecosystem in the mining industry

Reinforcing Service Level Agreements in Tourism Sector The Role of Blockchain and Mobile Computing

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