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CM(3): Service Level Agreement
KTH, Superseded Departments, Computer and Systems Sciences, DSV.ORCID iD: 0000-0002-1780-0683
2004 (English)In: 20TH IEEE INTERNATIONAL CONFERENCE ON SOFTWARE MAINTENANCE, PROCEEDINGS, 2004, 432-436 p.Conference paper, Published paper (Refereed)
Abstract [en]

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.
Series
PROCEEDINGS - IEEE INTERNATIONAL CONFERENCE ON SOFTWARE MAINTENANCE, ISSN 1063-6773
National Category
Computer and Information Science
Identifiers
URN: urn:nbn:se:kth:diva-44374DOI: 10.1109/ICSM.2004.1357830ISI: 000224491800043Scopus ID: 2-s2.0-18044388914ISBN: 0-7695-2213-0 (print)OAI: oai:DiVA.org:kth-44374DiVA: diva2:450634
Conference
20th IEEE International Conference on Software Maintenance (ICSM 2004) Location: Chicago, IL Date: SEP 11-14, 2004
Note
QC 20111021Available from: 2011-10-21 Created: 2011-10-20 Last updated: 2011-10-21Bibliographically approved

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Kajko-Mattsson, Mira Miroslawa

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  • Other locale
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Output format
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