Evaluating SLA management process model within four companies
2008 (English)In: Proc. - Int. Conf. Softw. Eng. Adv., ICSEA, Inlucdes ENTISY: Int. Workshop Enterp. Inf. Sys., 2008, 158-165 p.Conference paper (Refereed)
The ability to deliver support according to predetermined 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.
Place, publisher, year, edition, pages
2008. 158-165 p.
, Proceedings - The 3rd International Conference on Software Engineering Advances, ICSEA 2008, Includes ENTISY 2008: International Workshop on Enterprise Information Systems
Information systems, Process monitoring, Societies and institutions, Software engineering, Management processes, Service Level Agreements, Sla managements, Success factors, Ocean currents
IdentifiersURN: urn:nbn:se:kth:diva-154147DOI: 10.1109/ICSEA.2008.43ScopusID: 2-s2.0-57749121922ISBN: 9780769533728OAI: oai:DiVA.org:kth-154147DiVA: diva2:756454
3rd International Conference on Software Engineering Advances, ICSEA 2008, 26 October 2008 through 31 October 2008, Sliema
QC 201410172014-10-172014-10-142014-10-17Bibliographically approved