Service-level agreement - How to reach the practical agreement, not the announcement

Masayoshi Ejiri; Lundy Lewis; Dave Milham; Isami Nakjima; Vijay Varadharajan; Frank Birch

doi:10.1109/INM.2005.1440854

Service-level agreement - How to reach the practical agreement, not the announcement

Masayoshi Ejiri^*, Lundy Lewis, Dave Milham, Isami Nakjima, Vijay Varadharajan, Frank Birch

^*Corresponding author for this work

School of Computing

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

Abstract

SLA is becoming crucial in competitive ICT environment as one of key differentiations and in future demand where customer participated/centric operations are essential. SLA should be reached through the negotiation between customers and service providers. However current discussion of SLA is too much focused on QoS related features, most of them are not familiar with end users and also customers are forced to accept/select SLAs which are defined /announced by service providers. In the panel, the following issues will be discussed: (1) What is "Services"? Operations services are becoming more important. (2) "Level" should be defined by qualitative/quantitative way? (3) SLA features should be customer perceptible/visible features and QoS should be translated by customer language. (4) Mechanism to reach "Agreement" by customers/service providers negotiation. (5) SLA negotiation process in service providers business processes.

Original language	English
Title of host publication	9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005
Place of Publication	Piscataway, NJ
Publisher	Institute of Electrical and Electronics Engineers (IEEE)
Pages	779-779
Number of pages	1
ISBN (Print)	0780390873
DOIs	https://doi.org/10.1109/INM.2005.1440854
Publication status	Published - 2005
Event	2005 9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005 - Nice, France Duration: 15 May 2005 → 19 May 2005

Other

Other	2005 9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005
Country/Territory	France
City	Nice
Period	15/05/05 → 19/05/05

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Cite this

Ejiri, M., Lewis, L., Milham, D., Nakjima, I., Varadharajan, V., & Birch, F. (2005). Service-level agreement - How to reach the practical agreement, not the announcement. In 9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005 (pp. 779-779). Article 1440854 Institute of Electrical and Electronics Engineers (IEEE). https://doi.org/10.1109/INM.2005.1440854

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title = "Service-level agreement - How to reach the practical agreement, not the announcement",

abstract = "SLA is becoming crucial in competitive ICT environment as one of key differentiations and in future demand where customer participated/centric operations are essential. SLA should be reached through the negotiation between customers and service providers. However current discussion of SLA is too much focused on QoS related features, most of them are not familiar with end users and also customers are forced to accept/select SLAs which are defined /announced by service providers. In the panel, the following issues will be discussed: (1) What is {"}Services{"}? Operations services are becoming more important. (2) {"}Level{"} should be defined by qualitative/quantitative way? (3) SLA features should be customer perceptible/visible features and QoS should be translated by customer language. (4) Mechanism to reach {"}Agreement{"} by customers/service providers negotiation. (5) SLA negotiation process in service providers business processes.",

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Ejiri, M, Lewis, L, Milham, D, Nakjima, I, Varadharajan, V & Birch, F 2005, Service-level agreement - How to reach the practical agreement, not the announcement. in 9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005., 1440854, Institute of Electrical and Electronics Engineers (IEEE), Piscataway, NJ, pp. 779-779, 2005 9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005, Nice, France, 15/05/05. https://doi.org/10.1109/INM.2005.1440854

Service-level agreement - How to reach the practical agreement, not the announcement. / Ejiri, Masayoshi; Lewis, Lundy; Milham, Dave et al.
9th IFIP/IEEE International Symposium on Integrated Network Management, IM 2005. Piscataway, NJ: Institute of Electrical and Electronics Engineers (IEEE), 2005. p. 779-779 1440854.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

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Service-level agreement - How to reach the practical agreement, not the announcement

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