Topic
Service level
About: Service level is a research topic. Over the lifetime, 7647 publications have been published within this topic receiving 126093 citations. The topic is also known as: service level.
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01 Jan 1998
TL;DR: In this article, the authors look at the policies and procedures that are necessary to effectively manage relationships with third parties, whether they are clients, suppliers, or consultants, and examine the procedures that need to be implemented for contracts with all of these groups and also the types of checks that should be made before carrying out business with them.
Abstract: This chapter looks at the policies and procedures that are necessary to effectively manage relationships with third parties, whether they are Clients, suppliers, or consultants. It addresses issues such as access to the laboratory and its resources, Service Level Agreements, outsourcing, and the use of sub-contractors. It examines the procedures that need to be implemented for contracts with all of these groups and also details the types of checks that should be made before carrying out business with them. This chapter also deals with ways in which conflict resolution, whether with suppliers or Clients can be managed.
1,555 citations
21 Oct 2001
TL;DR: Experimental results from a prototype confirm that the system adapts to offered load and resource availability, and can reduce server energy usage by 29% or more for a typical Web workload.
Abstract: Internet hosting centers serve multiple service sites from a common hardware base. This paper presents the design and implementation of an architecture for resource management in a hosting center operating system, with an emphasis on energy as a driving resource management issue for large server clusters. The goals are to provision server resources for co-hosted services in a way that automatically adapts to offered load, improve the energy efficiency of server clusters by dynamically resizing the active server set, and respond to power supply disruptions or thermal events by degrading service in accordance with negotiated Service Level Agreements (SLAs).Our system is based on an economic approach to managing shared server resources, in which services "bid" for resources as a function of delivered performance. The system continuously monitors load and plans resource allotments by estimating the value of their effects on service performance. A greedy resource allocation algorithm adjusts resource prices to balance supply and demand, allocating resources to their most efficient use. A reconfigurable server switching infrastructure directs request traffic to the servers assigned to each service. Experimental results from a prototype confirm that the system adapts to offered load and resource availability, and can reduce server energy usage by 29% or more for a typical Web workload.
1,492 citations
IBM1
TL;DR: A novel framework for specifying and monitoring Service Level Agreements (SLA) for Web Services, designed for a Web Services environment, that is applicable as well to any inter-domain management scenario, such as business process and service management, or the management of networks, systems and applications in general.
Abstract: We describe a novel framework for specifying and monitoring Service Level Agreements (SLA) for Web Services. SLA monitoring and enforcement become increasingly important in a Web Service environment where enterprise applications and services rely on services that may be subscribed dynamically and on-demand. For economic and practical reasons, we want an automated provisioning process for both the service itself as well as the SLA managment system that measures and monitors the QoS parameters, checks the agreed-upon service levels, and reports violations to the authorized parties involved in the SLA management process. Our approach to these issues is presented in this paper. The Web Service Level Agreement (WSLA) framework is targeted at defining and monitoring SLAs for Web Services. Although WSLA has been designed for a Web Services environment, it is applicable as well to any inter-domain management scenario, such as business process and service management, or the management of networks, systems and applications in general. The WSLA framework consists of a flexible and extensible language based on XML Schema and a runtime architecture comprising several SLA monitoring services, which may be outsourced to third parties to ensure a maximum of objectivity. WSLA enables service customers and providers to unambiguously define a wide variety of SLAs, specify the SLA parameters and the way they are measured, and relate them to managed resource instrumentations. Upon receipt of an SLA specification, the WSLA monitoring services are automatically configured to enforce the SLA. An implementation of the WSLA framework, termed SLA Compliance Monitor, is publicly available as part of the IBM Web Services Toolkit.
1,036 citations
TL;DR: The authors reflect on management of big data by organizations and comment on service level agreements (SLA) which define the nature and quality of information technology services and mention big data-sharing agreements tend to be poorly structured and informal.
Abstract: The authors reflect on management of big data by organizations. They comment on service level agreements (SLA) which define the nature and quality of information technology services and mention big data-sharing agreements tend to be poorly structured and informal. They reflect on the methodologies of analyzing big data and state it is easy to get false correlations when using typical statistical tools in analyzing big data. They talk about the use of big data in management and behavior research.
837 citations
TL;DR: In this article, the authors study the effect of consumers' cultural orientation on their perceived service performance and expected service level and find that consumers tend to be more satisfied with perceived service quality than the actual service quality.
Abstract: Service quality has been conceptualized as the difference between perceived service performance and expected service level. The authors study the effect of consumers' cultural orientation on their ...
742 citations