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Evaluating SLA Management Process Model within Four Companies
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences. Informationssystem.
2008 (English)In: International Conference on Software Engineering and Applications, 2008Conference paper (Other academic)
Abstract [en]

The ability to deliver support according to pre-determined 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 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-18604OAI: diva2:185127
Available from: 2009-02-27 Created: 2009-01-26Bibliographically approved

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