Title :
Requirements for service level agreement management
Author :
Marilly, Emmanuel ; Martinot, Olivier ; Betgé-Brezetz, Stéphane ; Delègue, Gérard
Author_Institution :
ALCATEL CIT, Marcoussis, France
Abstract :
The aim of the paper is to introduce and present the main drivers and basic concepts for SLA management. We discuss the business requirements according to two viewpoints: the customer´s and the service provider´s. We go into more detail on the technical requirements for both the SLA contract itself and the SLA management system. Finally, we give an overview of SLA management open issues in the industrial and research community.
Keywords :
Internet; computer network management; customer relationship management; electronic commerce; quality of service; Internet services; QoS; SLA management; contract; customer; e-commerce; service level agreement management; service level specification; service provider; Bandwidth; Companies; Context-aware services; Contracts; IP networks; Laser sintering; Next generation networking; Quality of service; Telecommunication network management; Web and internet services;
Conference_Titel :
IP Operations and Management, 2002 IEEE Workshop on
Print_ISBN :
0-7803-7658-7
DOI :
10.1109/IPOM.2002.1045756
