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Evaluating SLA management process model within four companies
KTH, School of Information and Communication Technology (ICT), Communication: Services and Infrastucture (Closed 20120101), Software and Computer Systems, SCS (Closed 20120101).ORCID iD: 0000-0002-1780-0683
KTH, School of Information and Communication Technology (ICT), Communication: Services and Infrastucture (Closed 20120101), Software and Computer Systems, SCS (Closed 20120101).
2008 (English)In: Proc. - Int. Conf. Softw. Eng. Adv., ICSEA, Inlucdes ENTISY: Int. Workshop Enterp. Inf. Sys., 2008, 158-165 p.Conference paper, Published paper (Refereed)
Abstract [en]

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.
Series
Proceedings - The 3rd International Conference on Software Engineering Advances, ICSEA 2008, Includes ENTISY 2008: International Workshop on Enterprise Information Systems
Keyword [en]
Information systems, Process monitoring, Societies and institutions, Software engineering, Management processes, Service Level Agreements, Sla managements, Success factors, Ocean currents
National Category
Information Systems
Identifiers
URN: urn:nbn:se:kth:diva-154147DOI: 10.1109/ICSEA.2008.43Scopus ID: 2-s2.0-57749121922ISBN: 9780769533728 (print)OAI: oai:DiVA.org:kth-154147DiVA: diva2:756454
Conference
3rd International Conference on Software Engineering Advances, ICSEA 2008, 26 October 2008 through 31 October 2008, Sliema
Note

QC 20141017

Available from: 2014-10-17 Created: 2014-10-14 Last updated: 2014-10-17Bibliographically approved

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Kajko-Mattsson, Mira

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CiteExportLink to record
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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf