Showing papers on "Service-level agreement published in 1997"
Patent•
19 Sep 1997
TL;DR: In this article, the influence of a problem occurring in a network against a user using a service by analyzing the influence degree of the trouble given to the user and suppressing the spread of the influence based on the analysis result and also on a specific SLA (service level agreement).
Abstract: PROBLEM TO BE SOLVED: To suppress the influence of a trouble occurring in a network against a user using a service by analyzing the influence degree of the trouble given to the user and suppressing the spread of the trouble influence based on the analysis result and also on a specific SLA(service level agreement). SOLUTION: A data base 30 stores the SLA information that previously defines the quality level of service offered for every client. A connection model storage means 40 stores a client-server connection model that is produced by a connection model generation means 21. If a trouble occurs to a service user, an influence degree analysis means 50 analyzes the degree of influence of the trouble given to the user based on the information of the means 40. Then a trouble suppression means 25 suppresses the spread of the trouble influence based on the analysis result of the means 50 and also on the SLA information.
2 citations
01 Jan 1997
TL;DR: In this article, the authors present the experience gained during the establishment of a Customer Attention Service as the first stage towards the transformation of the IT department into a Service Unit, using several modelling techniques at different stages of the project, entitled GESU.
Abstract: This article presents the experience gained during the establishment of a Customer Attention Service as the first stage towards the transformation of the IT department into a Service Unit. The use of several modelling techniques at different stages of the project, entitled GESU, is described.
1 citations
01 Jan 1997
TL;DR: The main responsibility of the service operation is to achieve the organization's objectives through the delivery of the services as defined in a contract specification or a service level agreement or by the executive and, thus, meet the needs of its customers.
Abstract: Operations management provides the means by which an organization implements its strategic plan, achieves its objectives and delivers to its customers. The main responsibility of the service operation is, therefore, to achieve the organization's objectives through the delivery of the service as defined in a contract specification or a service level agreement or by the executive and, thus, meet the needs of its customers (internal and external). The service operations manager must understand the strategic plan and share the same vision of the organization as the executive. The operations might need to ask the same strategic questions as the organization has asked at a higher level.