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
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;
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
DOI :
10.1109/ICSEA.2008.43
