CM(3): Service Level Agreement
2004 (English)In: 20TH IEEE INTERNATIONAL CONFERENCE ON SOFTWARE MAINTENANCE, PROCEEDINGS, 2004, 432-436 p.Conference paper (Refereed)
To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided Such an agreement is usually called Service Level Agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM(3) : SLA, and is part of a major model called CM(3) : SLA/OLA.
Place, publisher, year, edition, pages
2004. 432-436 p.
, PROCEEDINGS - IEEE INTERNATIONAL CONFERENCE ON SOFTWARE MAINTENANCE, ISSN 1063-6773
Computer and Information Science
IdentifiersURN: urn:nbn:se:kth:diva-44374DOI: 10.1109/ICSM.2004.1357830ISI: 000224491800043ScopusID: 2-s2.0-18044388914ISBN: 0-7695-2213-0OAI: oai:DiVA.org:kth-44374DiVA: diva2:450634
20th IEEE International Conference on Software Maintenance (ICSM 2004) Location: Chicago, IL Date: SEP 11-14, 2004
QC 201110212011-10-212011-10-202011-10-21Bibliographically approved