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dc.contributor.authorPaschke, Adrian
dc.contributor.authorSchnappinger-Gerull, Elisabeth
dc.contributor.editorWenkel, K.-O.
dc.contributor.editorWagner, P.
dc.contributor.editorMorgenstern, M.
dc.contributor.editorLuzi, K.
dc.contributor.editorEisermann, P.
dc.date.accessioned2019-08-13T08:21:27Z
dc.date.available2019-08-13T08:21:27Z
dc.date.issued2006
dc.identifier.isbn3-88579-174-9
dc.identifier.issn1617-5468
dc.identifier.urihttp://dl.gi.de/handle/20.500.12116/24292
dc.description.abstractEffective SLAs are extremely important to assure business continuity, customer satisfaction and trust. The metrics used to measure and manage performance compliance to SLA commitments are the heart of a successful agreement and are a critical long term success factor. Lack of experience in the use and automation of performance metrics causes problems for many organizations as they attempt to formulate their SLA strategies and set the metrics needed to support those strategies. This paper contributes to a systematic categorization of SLA contents with a particular focus on SLA metrics. The intended goal is to support the design and implementation of automatable SLAs based on efficient metrics for automated monitoring and reporting. The categorization facilitates design decisions, analysis of existing SLAs and helps to identify responsibilities for critical IT processes in disruption management during the execution of SLAs.en
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofService-Oriented Electronic Commerce, Proceedings zur Konferenz im Rahmen der Multikonferenz Wirtschaftsinformatik 2006
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-80
dc.titleA categorization scheme for SLA metricsen
dc.typeText/Conference Paper
dc.pubPlaceBonn
mci.reference.pages25-40
mci.conference.sessiontitleRegular Research Papers
mci.conference.locationPassau
mci.conference.date20.-22. Februar 2006


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