Models and methods for increasing of service provider competitive advantage by minimizing quoted in customers´ SLA service fulfillment flow times

Service providers aspire to increase number of new clients and loyalty level of those clients who have already connected to them. Today is not enough just to increase a number of media services for this purpose, it is very important to guarantee the best quality of service (QoS) level in a service level agreement (SLA). The SLA has set of aspects which define threshold parameters of a service performance and a service management. The service performance quality may have different threshold parameters depending on type of service which characterize each service independently. The service management threshold parameters are usually common for a group of services and characterize service provider as a whole. Excess of thresholds means some rebate, which service provider has to give to customer. This paper will focus on approaches for minimizing quoted service fulfillment flow times in the conditions of the fixed reliability of service fulfillment within quoted flow times.