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.

Elevator planning with stochastic multicriteria acceptability analysis

Abstract: Modern elevator systems in high-rise buildings consist of groups of elevators with centralized control. The goal in elevator planning is to configure a suitable elevator group to be built. The elevator group must satisfy specific minimum requirements for a number of standard performance criteria. In addition, it is desirable to optimize the configuration in terms of other criteria related to the performance, economy and service level of the elevator group. Different stakeholders involved in the planning phase emphasize different criteria. Most of the criteria measurements are by nature uncertain. Some criteria can be estimated by using analytical models, while others, especially those related to the service level in different traffic patterns, require simulations. In this paper we formulate the elevator planning problem as a stochastic discrete multicriteria decision-making problem. We compare 10 feasible elevator group configurations for a 20-floor building. We evaluate the criteria related to the service level in different traffic situations using the KONE Building Traffic Simulator, and use analytical models and expert judgments for other criteria. The resulting decision problem contains mixed type criteria. Some criteria are represented by the multivariate Gaussian distribution, others by deterministic values and ordinal (ranking) information. To identify configurations that can best satisfy the goals of the stakeholders, we analyze the problem using the stochastic multicriteria acceptability analysis (SMAA) method.

System and method for analyzing and coordinating Service-Level-Agreements (SLA) for Application-Service-Providers (ASP)

Abstract: The present invention describes a system for automatically monitoring and managing Service Level Agreements on behalf of Service providers (such as Application Service providers) The system is based on a specialized SLA language that can translate complex or simple Service Level Agreements into measurable and controllable criterion The system enables Application Service providers to set up customized Service Level Agreements with customers, and monitor, modify and control all aspects of these agreements, including billing, sales, Customer Relation Management, customer support and Quality of Service The technology on which the present invention is based is a formula driven language that translates Service Level Agreement details into commands As such these details can be tracked and processed to produce detailed reports and summaries

A framework for multi-level SLA management

Abstract: Service-Oriented Architectures (SOA) represent an architectural shift for building business applications based on loosely-coupled services. In a multi-layered SOA environment the exact conditions under which services are to be delivered can be formally specified by Service Level Agreements (SLAs). However, typical SLAs are just specified at the customer-level and do not allow service providers to manage their IT stack accordingly as they have no insight on how customer-level SLAs translate to metrics or parameters at the various layers of the IT stack. In this paper we present a technical architecture for a multi-level SLA management framework.We discuss the fundamental components and interfaces in this architecture and explain the developed integrated framework. Furthermore, we show results from a qualitative evaluation of the framework in the context of an open reference case.

A Framework for Consumer-Centric SLA Management of Cloud-Hosted Databases

Abstract: Service Level Agreements (SLA) represent the contract which captures the agreed upon guarantees between a service provider and its customers. The specifications of existing service level agreements (SLA) for cloud services are not designed to flexibly handle even relatively straightforward performance and technical requirements of consumer applications. In this article, we present a novel approach for SLA-based management of cloud-hosted databases from the consumer perspective. We present an end-to-end framework for consumer-centric SLA management of cloud-hosted databases. The framework facilitates adaptive and dynamic provisioning of the database tier of the software applications based on application-defined policies for satisfying their own SLA performance requirements, avoiding the cost of any SLA violation and controlling the monetary cost of the allocated computing resources. In this framework, the SLA of the consumer applications are declaratively defined in terms of goals which are subjected to a number of constraints that are specific to the application requirements. The framework continuously monitors the application-defined SLA and automatically triggers the execution of necessary corrective actions (scaling out/in the database tier) when required. The framework is database platform-agnostic, uses virtualization-based database replication mechanisms, and requires zero source code changes of the cloud-hosted software applications. The experimental results demonstrate the effectiveness of our SLA-based framework in providing the consumer applications with the required flexibility for achieving their SLA requirements.