DocumentCode
3315041
Title
Evaluating SLA Management Process Model within Four Companies
Author
Kajko-Mattsson, Mira ; Makridis, Christos
Author_Institution
Dept. of Comput. & Syst. Sci., Stockholm Univ./R. Inst. of Technol., Stockholm
fYear
2008
fDate
26-31 Oct. 2008
Firstpage
158
Lastpage
165
Abstract
The ability to deliver support according to pre-determined Service Level Agreements (SLAs) has become an important success factor. To be able to do it, organizations need a sound SLA management process model. Presently, they base their SLA management strategy on standardized frameworks, such as ITIL or COBIT. However, due to the complexity of these frameworks, organizations need simpler models that can be easily implemented. In this paper, we outline an SLA Management process model and evaluate it within four organisations.
Keywords
software development management; SLA management process; SLA management strategy; management strategy; service level agreements management process; Collaboration; Conference management; Costs; Engineering management; Productivity; Programming; Quality management; Software engineering; Software maintenance; Technology management; continuous service; service catalogue; service consumer; service process; service provider;
fLanguage
English
Publisher
ieee
Conference_Titel
Software Engineering Advances, 2008. ICSEA '08. The Third International Conference on
Conference_Location
Sliema
Print_ISBN
978-1-4244-3218-9
Electronic_ISBN
978-0-7695-3372-8
Type
conf
DOI
10.1109/ICSEA.2008.43
Filename
4668103
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