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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.


Papers
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Journal ArticleDOI
TL;DR: It is found that the recent trend of outsourcing to distribute non-critical medical supplies directly to the hospital departments using them results not only in inventory cost savings but also does not compromise the quality of care as reflected in service levels.

181 citations

Journal ArticleDOI
TL;DR: In this research, the service level agreements for a service composition are established through autonomous agent negotiation and an innovative framework is proposed in which the service consumer is represented by a set of agents who negotiate quality of service constraints with the service providers for various services in the composition.

180 citations

Book
05 Apr 2000
TL;DR: In this article, the authors discuss the importance of SLM in the context of service level management and present a case study for service level agreement (SLA) negotiation and implementation.
Abstract: Introduction. I: THEORY AND PRINCIPLES. 1. The Challenge. Mission Impossible. Divergent Views. Technical Challenge. What Is SLM? Pros and Cons. Other Service Providers. The Importance of SLM. Why Now? Summary. 2. The Perception and Management of Service Levels. Availability. Performance. Workload Levels. Security. Accuracy. Recoverability. Affordability. Summary. 3. Service Level Reporting. Audience. Types of Reports. Frequency of Reporting. Real-Time Reporting. Summary. 4. Service Level Agreements. The Need for SLAs. Functions of SLAs. Types of SLAs. SLA Processes. Summary. 5. Standards Efforts. IT Infrastructure Library. Distributed Management Task Force (DMTF) SLA Working Group. Internet Engineering Task Force (IETF)-Application Management MIB. Application Response Measurement Working Group. Summary. II: REALITY. 6. Service Level Management Practices. Lack of Common Understanding. Current Service Level Management Practices. Summary. References. 7. Service Level Management Products. Monitoring Tools. Reporting Tools. SLM Analysis. Administration Tools. Summary. III: RECOMMENDATIONS. 8. Business Case for Service Level Management. Cost Justifying Proactive Service Level Management. Quantifying the Benefits of Service Level Management. A Sample Cost Justification Worksheet. Summary. 9. Implementing Service Level Management. Planning the Rollout. Going Live with SLM. Following Through. Summary. 10. Capturing Data for Service Level Agreements (SLAs). Metrics for Measuring Service Levels. Methods for Capturing Service Metrics. Monitoring Individual Components and Aggregating Results. Inspecting Network Traffic for Application Transactions. End-to-End Service Level Measurement. Common Architectures and Technologies for Data Capture Solutions. Summary. 11. Service Level Management as Service Enabler. The Ascendance of IP. A Spectrum of Providers. The Importance of SLAs in the Service Environment. Different Strokes. Smart Implementation. Advice for Users. Advice for Service Providers. Summary. 12. Moving Forward. Establishing the Need for Service Level Management. Defining the Services to Be Managed. Communicating with the Business. Negotiating Service Level Agreements. Managing to the Service Level Agreement. Using Commercial Management Solutions. Continuously Improving Service Quality. Evolution of Service Level Management Standards. Evolution of Management Solution Capabilities. IV: APPENDIXES. Appendix A. Internal Service Level Agreement Template. About the SLA. About the Service. About Service Availability. About Service Measures. Appendix B. Simple Internal Service Level Agreement Template. Appendix C. Sample Customer Satisfaction Survey. Rating Service Quality. General Comments. Current Usage. Future Requirements. Optional Information. Appendix D. Sample Reporting Schedule. Daily Report. Weekly Report. Monthly Report. Quarterly Report. Appendix E. Sample Value Statement & Return on Investment (ROI) Analysis for a Service Provider Delivering an SAP Application. Summary of Value. Return on Investment (ROI) Value Areas. Benefit Areas. Return on Investment Analysis. Summary. Appendix F. Selected Vendors of Service Level Management Products. Glossary. Index.

178 citations

Journal ArticleDOI
TL;DR: An augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions emerged from the study, and the "reliability and fair and equitable treatment" factor was found to be the most important healthcare service quality dimension.
Abstract: Purpose – The paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions.Design/method/approach – A questionnaire was administered to 750 and 34 per cent responded.Findings – A new service quality instrument called PRIVHEALTHQUAL emerged from the study, based on factor and reliability analysis. The “reliability and fair and equitable treatment” factor was found to be the most important healthcare service quality dimension.Originality/value – Adds to the existing body of research on service quality and demonstrates that SERVQUAL is not a generic service quality measure for all industries.

177 citations

Journal ArticleDOI
TL;DR: In this paper, multi-agent modelling techniques are applied to simulate and control a simple demand-driven supply chain network system, with the manufacturing component being optimized through mathematical programming, which can be used to simulate the behaviour of a system that uses optimization for part of its decision-making.
Abstract: The main objective of this paper is to give an example of how expert systems techniques for distributed decision-making can be combined with contemporary numerical optimization techniques for the purposes of supply chain optimization and to describe the resulting software implementation. In this paper, multi-agent modelling techniques are applied to simulate and control a simple demand-driven supply chain network system, with the manufacturing component being optimized through mathematical programming. The system measures supply chain performance and the effect of different parameters in the replenishment control system, and can be used to simulate the behaviour of a system that uses optimization for part of its decision-making. The objective of this supply chain network system is to reduce operating cost, while maintaining a high level of customer order fulfilment.

177 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
202321
202257
2021257
2020350
2019413
2018415