Title :
SLA impact modeling for service engagement
Author :
Yixin Diao ; Lam, Linh ; Shwartz, Larisa ; Northcutt, David
Author_Institution :
IBM Thomas J. Watson Res. Center, Yorktown Heights, NY, USA
Abstract :
During the customer engagement phase it is critical for the service providers to estimate the impact of service level constraints on service personnel needs. However, it is often difficult due to the implication from customer workload. In this paper we propose an SLA impact evaluation methodology that uses queueing models to quantitatively evaluate the impact of SLAs to the engagement cost model.
Keywords :
contracts; customer relationship management; queueing theory; SLA; customer engagement; impact modeling; queueing models; service engagement; service level constraints; service providers; Analytical models; Availability; Contracts; Data models; Monitoring; Standards;
Conference_Titel :
Network and Service Management (CNSM), 2013 9th International Conference on
Conference_Location :
Zurich
DOI :
10.1109/CNSM.2013.6727834
