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.

System use internal service level language including formula to compute service level value for analyzing and coordinating service level agreements for application service providers

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.

Opus: an overlay peer utility service

Abstract: Today, an increasing number of important network services, such as content distribution, replicated services, and storage systems, are deploying overlays across multiple Internet sites to deliver better performance, reliability and adaptability. Currently however, such network services must individually reimplement substantially similar functionality. For example, applications must configure the overlay to meet their specific demands for scale, service quality and reliability. Further, they must dynamically map data and functions onto network resources-including servers, storage, and network paths-to adapt to changes in load or network conditions. In this paper, we present Opus, a large-scale overlay utility service that provides a common platform and the necessary abstractions for simultaneously hosting multiple distributed applications. In our utility model, wide-area resource mapping is guided by an application's specification of performance and availability targets. Opus then allocates available nodes to meet the requirements of competing applications based on dynamically changing system characteristics. Specifically, we describe issues and initial results associated with: i) developing a general architecture that enables a broad range of applications to push their functionality across the network, ii) constructing overlays that match both the performance and reliability characteristics of individual applications and scale to thousands of participating nodes, iii) using Service Level Agreements to dynamically allocate utility resources among competing applications, and iv) developing decentralized techniques for tracking global system characteristics through the use of hierarchy, aggregation, and approximation.

Inventory Models for Substitutable Products: Optimal Policies and Heuristics

Abstract: In this paper, we examine the nature of optimal inventory policies in a system where a retailer manages substitutable products. We first consider a system with two products 1 and 2 whose total demand is D and individual demands are negatively correlated. A fixed proportion of the unsatisfied customers for an item will purchase the other item, if it is available in inventory. For the single period case, we show that the optimal inventory levels of the two items can be computed easily and follow what we refer to as "partially decoupled" policies, i.e. base stock policies that are not state dependent, in certain critical regions of interest both when D is known and random. Furthermore, we show that such a partially decoupled base-stock policy is optimal even in a multi-period version of the problem for known D for a wide range of parameter values and in an N-product single-period model under some restrictive conditions. Using a numerical study, we show that heuristics based on the de-coupled inventory policy perform well in conditions more general than the ones assumed to obtain the analytical results. The analytical and numerical results suggest that the approach presented here is most valuable in retail settings for product categories where the level of substitution between items in a category is not high, demand variation at the aggregate level is not high and service levels or newsvendor ratios are high.

A Combined Forecast-Inventory Control Procedure for Spare Parts

Abstract: This paper examines the performance of two different (s, Q) inventory models, namely a simple and an advanced model, for spare parts in a production plant of a confectionery producer in the Netherlands. The simple approach is more or less standard: the undershoot of the reorder level is not taken into account and the normal distribution is used as the distribution of demand during lead-time. The advanced model takes undershoots into account, differentiates between zero and nonzero demands during lead-time, and utilises the gamma distribution for the demand distribution. Both models are fed with parameters estimated by a procedure that forecasts demand sizes and time between demand occurrences separately (intermittent demand). The results show that the advanced approach yields a service level close to the desired one under many circumstances, while the simple approach is not consistent, in that it leads to much larger inventories in meeting the desired service level for all spare parts.

Reliability assessment of water supply systems with storage and distribution networks

Abstract: The water supply system studied in this paper consists of a water treatment plant, a ground-level storage, a pumping station, and a distribution network in series. Expected served demand is employed to measure reliability taking into account both insufficient heads and flows at individual nodes in the network since it is the most important service level index provided to individual users. A basic method proposed is to assume that the insufficient nodal head reduces the effectiveness of flow supplied at the node and that the authority provides the maximum service to customers so that the real-time pump and network flow operations maximize the effective served system demand. The average value of the maximum effective served system demand relative to the total system demand over all system states is defined as system reliability, and the nodal reliability for each demand node is similarly defined. The Markov chain method introduced by Beim and Hobbs (1988) is employed to describe the evolution of the storage level over time so that the real-time pump and network flow operations can be accurately implemented by solving a nonlinear programming model. Two example systems are presented to demonstrate numerically the advantage of the method proposed in its consideration of the distribution network and nodal reliabilities.