SLA-Based Management of Human-Based Services in Business Processes for Socio-Technical Systems

Riveni, Mirela; Nguyen, Tien-Dung; Dustdar, Schahram

doi:10.1007/978-3-319-74030-0_27

Cited by 1 publication

(1 citation statement)

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“…Service provisioning could be regulated by operating an architecture that analyzes the execution log to monitor the SLAs [8]. Note that human-provided services and business processes in socio-technical systems are too subject to SLA management [51]. When composing enterprise services, we need to aggregate their SLAs.…”

Section: Service Level Agreementmentioning

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: Service Level Agreementmentioning

confidence: 99%