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Outline of an SLA Management Model
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences. Informationssystem.
2008 (English)In: IEEE Conference on Software Reengineering and Maintenance, 2008Conference paper (Other academic)
Abstract [en]

Over the recent years, organizations regard the efficient management of Service Level Agreements (SLAs) as a key factor for the delivery of qualified and cost-effective services. Additionally, they base their Service Level Management strategy on standardized and widely accepted SLA management frameworks, such as ITIL or COBIT. However, due to the complexity of these frameworks, organizations need simpler SLA management process 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
URN: urn:nbn:se:su:diva-18534OAI: diva2:185057
Available from: 2009-02-27 Created: 2009-01-26Bibliographically approved

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