2014
DOI: 10.1109/tnsm.2014.2378779
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Modeling the Impact of Service Level Agreements During Service Engagement

Abstract: One of the key promises of IT strategic outsourcing is to deliver greater IT service management through lower cost. However, this raises a critical question: How can one predict the service delivery cost that will deliver the promised service level agreements (SLAs)? This is particularly challenging since such prediction is mostly needed during the service engagement phase where the SLAs and the delivery cost are negotiated, and the detailed service modeling data are not available. In this paper, we propose a … Show more

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Cited by 7 publications
(4 citation statements)
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“…A lot of the work deals with automated and also technically oriented runtime intelligent SLA negotiation [128][99] [34]. Although most of the recent works did not emphasised and concentrate on QoX, they highlighted a key challenge in this area as the prediction of cost and QoS, as to be able to make an optimal decision already in the negotiation phase [34][116] [26].…”
Section: General Decision-makingmentioning
confidence: 99%
See 1 more Smart Citation
“…A lot of the work deals with automated and also technically oriented runtime intelligent SLA negotiation [128][99] [34]. Although most of the recent works did not emphasised and concentrate on QoX, they highlighted a key challenge in this area as the prediction of cost and QoS, as to be able to make an optimal decision already in the negotiation phase [34][116] [26].…”
Section: General Decision-makingmentioning
confidence: 99%
“…Yixin Diao et al, proposed a modelling framework that uses queueing-model-based approaches for estimation of the impact of SLAs on the delivery cost. Furthermore, they proposed a set of approximation techniques to address the complexity of service delivery and an optimization model to predict the delivery cost subject to service-level constraints and service stability condi-tions [26]. Another recent work on this context introduced new SLA scenarios and considered new quality parameters in SLA modelling.…”
Section: Sla Modellingmentioning
confidence: 99%
“…In , a modelling framework is proposed that uses queueing‐model‐based approaches to estimate the impact of SLAs on the delivery cost. A set of approximation techniques to address the complexity of service delivery and an optimisation model to predict the delivery cost subject to service‐level constraints and service stability conditions is proposed.…”
Section: Related Workmentioning
confidence: 99%
“…Another use-case is the business transaction between customer and CSP. In this case, the signing of a Service Level Agreement (SLA) [10] may take place where the CSP commits to provide a customer with a certain level of quality of service (QoS) [11] for infrastructure and telecommunication services. Having a thirdparty in the middle results currently in parts of the process being executed manually which can be complex, expensive, and time-consuming [9].…”
mentioning
confidence: 99%