DocumentCode :
1928772
Title :
CM3: service level agreement
Author :
Kajko-Mattsson, Mira ; Ahnlund, Cecilia ; Lundberg, Elisabeth
Author_Institution :
Software Maintenance Lab., Stockholm Univ., Kista, Sweden
fYear :
2004
fDate :
11-14 Sept. 2004
Firstpage :
432
Lastpage :
436
Abstract :
To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called service level agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM3: SLA, and is part of a major model called CM3: SLA/OLA.
Keywords :
customer services; organisational aspects; technical support services; CM3: SLA/OLA; SLA model; Sweden; service level agreement; Costs; Customer profiles; Customer satisfaction; Personnel; Portfolios; Process planning; Software maintenance; Waste materials;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Software Maintenance, 2004. Proceedings. 20th IEEE International Conference on
ISSN :
1063-6773
Print_ISBN :
0-7695-2213-0
Type :
conf
DOI :
10.1109/ICSM.2004.1357830
Filename :
1357830
Link To Document :
https://search.ricest.ac.ir/dl/search/defaultta.aspx?DTC=49&DC=1928772
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