Showing papers on "Service-level agreement published in 2001"

Systems and methods for providing differentiated business services in information management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Systems and methods for billing in information management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Systems and methods for prioritization in information management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Systems and method for resource tracking in information management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Systems and methods for providing differentiated service in information management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

On maximizing service-level-agreement profits

Abstract: We present a methodology for maximizing profits in a general class of e-commerce environments. The cost model is based on revenues that are generated when Quality-of-Service (QoS) guarantees are satisfied and on penalties that are incurred otherwise. The corresponding QoS criteria are derived from multiclass Service-Level-Agreements (SLAs) between service providers and their clients, which include the tail distributions of the per-class delays in addition to more standard QoS metrics such as throughput and mean delays. Our approach consists of formulating the optimization problem as a network flow model with a separable set of concave objective functions based on queueing-theoretic formulas, where the SLA classes are taken into account in both the constraints and the objective function. This problem is then solved via a fixed-point iteration. Numerous experiments illustrate the benefits of our approach.

Improving Business Process Quality through Exception Understanding, Prediction, and Prevention

Abstract: Business process automation technologies are being increasingly used by many companies to improve the efficiency of both internal processes as well as of e-services offered to customers. In order to satisfy customers and employees, business processes need to be executed with a high and predictable quality. In particular, it is crucial for organizations to meet the Service Level Agreements (SLAs) stipulated with the customers and to foresee as early as possible the risk of missing SLAs, in order to set the right expectations and to allow for corrective actions. In this paper we focus on a critical issue in business process quality: that of analyzing, predicting and preventing the occurrence of exceptions, i.e., of deviations from the desired or acceptable behavior. We characterize the problem and propose a solution, based on data warehousing and mining t We then describe the architecture and implementation of a tool suite that enables exception analysis, prediction, and prevention. Finally, we show experimental results obtained by using the tool suite to analyze internal HP processes.

Systems and methods for configuration of information management systems

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Systems and method for managing differentiated service in inform ation management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement ('SLA') policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Towards A Semantic Framework for Service Description

Abstract: The inexpensive and global connectivity provided by the Internet has triggered a wave of interest in providing service-oriented electronic access to commercial activities. This pressure has led, in turn, to a need for accurate service description, so that we may advertise, locate, analyse and compare services. In this paper, we classify services by the context in which they are used. Next, we characterise both conventional and electronic services according to a range of domain independent attributes including price, payment method and availability. We examine possible representations for each of these service dimensions. By integrating these representations into a unified service description language, we hope to provide a means to lubricate the electronic services marketplace.

Measuring client-perceived response times on the WWW

Abstract: The response time of a WWW service often plays an important role in its success or demise. From a user's perspective, the response time is the time elapsed from when a request is initiated at a client to the time that the response is fully loaded by the client. This paper presents a framework for accurately measuring the client-perceived response time in a WWW service. Our framework provides feedback to the service provider and eliminates the uncertainties that are common in existing methods. This feedback can be used to determine whether performance expectations are met, and whether additional resources (e.g. more powerful server or better network connection) are needed. The framework can also be used when a consolidator provides Web hosting service, in which case the framework provides quantitative measures to verify the consolidator's compliance to a specified Service Level Agreement. Our approach assumes the existing infrastructure of the Internet with its current technologies and protocols. No modification is necessary to existing browsers or servers, and we accommodate intermediate proxies that cache documents. The only requirement is to instrument the documents to be measured, which can be done automatically using a tool we provide.

Apparatus and methods for maximizing service-level-agreement profits

Abstract: Apparatus and methods for maximizing service-level-agreement (SLA) profits are provided. The apparatus and methods consist of formulating SLA profit maximization as a network flow model with a separable set of concave cost functions at the servers of a Web server farm. The SLA classes are taken into account with regard to constraints and cost fiction where the delay constraints are specified as the tails of the corresponding response-time distributions. This formulation simultaneously yields both optimal load balancing and server scheduling parameters under two classes of server scheduling policies, Generalized Processor Sharing (GPS) and Preemptive Priority Scheduling (PPS). For the GPS case, a pair of optimization problems are iteratively solved in order to find the optimal parameters that assign traffic to servers and server capacity to classes of requests. For the PPS case, the optimization problems are iteratively solved for each of the priority classes, and an optimal priority hierarchy is obtained.

Method and apparatus for automated service level agreements

Abstract: A method and apparatus for automated generation of a service level agreement delay value and monitoring of a network Service level agreement delay values are generated by calculating a path delay and standard deviation for a path through the network A confidence interval is determined for the path delay using the standard deviation The service level agreement delay value is generated from the path delay and the confidence interval The network is subsequently monitored in order to predict and track violations of the service level agreement delay value The subsequent monitoring of the network is performed for both trunks and paths within the network

A performance study of distributed architectures for the quality of Web services

Abstract: The second generation of Web sites provides more complex services than those related to Web publishing. Many users already rely on the Web for up-to-date personal and business information and transactions. This success motivates the need to design and implement Web architectures being able to guarantee the service level agreement that will rule the relationship between users and Web service providers. As many components of the Web infrastructure are beyond the control of Web system administrators, they should augment satisfaction percentage of the assessed service levels by relying on two mechanisms that can be integrated: differentiated classes of services/users, Web systems with multi-node architectures. The focus of this paper is on this latter approach. It reviews systems where replicated Web services are provided by locally and geographically distributed Web architectures. It considers different categories of Web applications, and evaluates how static dynamic and secure requests affect performance and quality of service of distributed Web sites.

Mechanism and protocol for per connection based service level agreement measurement

Abstract: A mechanism and associated protocol for performing Service Level Agreement (SLA) measurements in a communications network. The measurements obtained are used to perform various SLA parameter calculations such as delay, round trip delay, one way jitter and bandwidth related calculations. SLA measurement request and response messages are stamped with time and bandwidth counters by the client and remote ends of a connection. The resultant data is used to perform the calculation of SLA parameters.

A performance study of distributed architectures for the quality of Web services

Abstract: The second generation of Web sites provides more complex services than those related to Web publishing Many users already rely on the Web for up-to-date personal and business information and transactions This success motivates the need to design and implement Web architectures being able to guarantee the service level agreement that will rule the relationship between users and Web service providers As many components of the Web infrastructure are beyond the control of Web system administrators, they should augment satisfaction percentage of the assessed service levels by relying on two mechanisms that can be integrated: differentiated classes of services/users, Web systems with multi-node architectures The focus of this paper is on this latter approach It reviews systems where replicated Web services are provided by locally and geographically distributed Web architectures It considers different categories of Web applications, and evaluates how static dynamic and secure requests affect performance and quality of service of distributed Web sites

Toward Reputable Grids

Abstract: The Grid approach provides a vision to access, use, and manage heterogeneous resources in virtual organizations across multiple domains and organizations. This paper foremost analyses some of the issues related to establishing trust and reputation in a Grid. Integrating reputation into quality management provides a way to reevaluate resource selection and service level agreement mechanisms. We introduce a reputation management framework for Grids to work toward facilitating the complex task of improving the quality of resource selection. Based on community experience we adapt trust and reputation of entities through specialized services. Simple contextual quality statements are evaluated in order to effect the reputation for a monitored resource. Additionally, we introduce a novel algorithm for evaluating Grid reputation by combining two known concepts using eigenvectors to compute reputation and integrating global trust.

Monitoring of service level agreement by third party

Abstract: A service level agreement (SLA) monitoring system is provided for making fair determination as to an extent to which an SLA is achieved and for facilitating a procedure taken by a user to receive compensation when the SLA is violated. The monitoring system comprises a plurality of service level probing boxes and a monitoring center. Each of the service level probing boxes, which is installed as an interface between each user network and a provider network, monitors user packets to detect whether the SLA is violated, when the user packets flow from an originating user network to the provider network and when the user packets flow from the provider network to a destination user network, and transmits the result of detection to the monitoring center. The monitoring center conducts fact finding for a violation of the SLA based on information from each of the service level probing boxes, and acts as a procedure for claiming compensation in the name of a user in conformity with an SLA contract.

Optimal Provisioning and Pricing of Internet Differentiated Services in Hierarchical Markets

Abstract: Network service providers contract with network owners for connection rights, then offer individual users network access at a price. Within this hierarchy, the service provider must carefully provision and allocate (price) network resources (e.g. bandwidth). However, determining the appropriate amount to provision and allocate is problematic due to the unpredictable nature of users and market interactions. This paper introduces methods for optimally provisioning and pricing differentiated services. These methods maximizes profit, while maintaining a low blocking probability for each service class. The analytical results are validated using simulation under variable conditions. Furthermore, experimental results will demonstrate that higher profits can be obtained through shorter connection contracts.

System, device, and method for managing service level agreements in an optical communication system

Abstract: A system, device, and method for managing service level agreements in an optical communication system uses an optical service agent to manage a service level agreement (SLA) for a user. The optical service agent can perform both real-time and off-line analysis for the user, and can interact with various network elements (including the core optical communication network) to handle billing, penalty, and other issues associated with a SLA breach. Among other things, the optical service agent may monitor and analyze a connection in real-time for determining SLA compliance, gather and maintain statistical information relating to a connection, analyze the statistical information off-line for determining SLA compliance, patterns, and trends, interact with a service provider to enforce penalty provisions in the SLA, interact with a service provider to negotiate a credit for services not provided by the service provider in accordance with the SLA, interact with a service provider to negotiate “replacement” services for a breach of the SLA, interact with various network elements to rectify a breach of the SLA, interact with the service provider to dynamically modify the SLA based upon changing user requirements, and interface with a billing/accounting system to provide SLA-related information.

Performance improvement of international roaming service ‐ A benchmarking study

Abstract: This paper discusses some concepts between quality performance and benchmarking. It explains the conduct of a benchmarking study in international roaming service of the telecommunications industry, and illustrates the benchmarking process in a telecommunication service provider – Cable & Wireless HKT based in Hong Kong. By comparing the service provisioning and fault handling processes with two best‐in‐class companies, the collected data was manipulated in order to position the current performance gaps and project the future performance level. The results suggest that the roaming service providers should establish a service level agreement with their partners and customers, and develop facilities of test activity list and customer acceptance test. In addition, they should employ appropriate performance indicators and measurements, establish direct communications with partners and customers, and monitor the market trend and responses of the roaming technologies and services.

Optimal Provisioning and Pricing of Differentiated Services Using QoS Class Promotion

Abstract: This paper introduces a new method for optimally provisioning and pricing differenti- ated services, that maximizes profit and maintains a small blocking probability. Resources are provisioned per Quality of Service (QoS) class over the long-term (service level agreement duration), then priced based on user demand over the short-term. Unique to this method is the ability to dynamically promote traffic from one QoS class to a higher QoS class, based on estimated demand statistics. This additional flexi- bility encourages better short-term utilization of the classes, resulting in higher profits while maintaining a low blocking probability. Experimental results will demonstrate QoS class promotion can obtain higher profits, as compared to other provisioning and allo- cation methods.

Agent-Enhanced Dynamic Service Level Agreement in Future Network Environments

Abstract: Current network infrastructures are experiencing rapid transformation from providing mere connectivity, to a wider range of flexible network services with Quality of Service (QoS). We propose an agent-enhanced system that facilitates dynamic Service Level Agreement (SLA) activities, such as end-to-end QoS specifications and service price negotiations in such an environment. A prototype system consisting of real-time Java-based agents that interacts with a simulated network was developed to demonstrate scenarios and enable analysis. The studies show that this form of dynamic SLA negotiation introduces many innovative ways on how network services can be provisioned. This paper also highlights the effects of implementing dynamic connection bandwidth pricing on traffic load and network provider's revenues.

A Framework for Facilitating Dynamic e-Business Via Web Services

Abstract: While Web services provide an essential building block for realizing dynamic e-business by facilitating standardsbased program-to-program interaction, they do not address many business aspects of communication such as security, access control, business partner selection, service level agreement monitoring, and logging. In this paper, we propose a service-oriented framework that provides these much needed infrastructure services. Using the framework, service providers can prepare their business applications for publishing as Web services, and specify access controls on their services in the registry while service requestors can find suitable service providers and invoke their services dynamically. The framework ensures that all transactions are secure, monitored for service level agreements and logged for audit purposes. By providing business utility services and automation technology founded on Web services, we believe that, our framework takes Web services to the next level in supporting dynamic e-business.

Design and implementation of a generic connection management and service level agreement monitoring platform supporting the virtual private network service

Abstract: In this paper we address the design of a generic and scalable architecture for connection management and SLA (service level agreement) monitoring of VPNs (virtual private networks). Layer-based design ensures that the architecture is independent of the network technology. Use of advanced software techniques such as run time compilation and intelligent agents allow easy integration of new monitoring and routing algorithms. The architecture offers advanced features such as VPN edge device capability matching, XML-based SLS (service level specification) language, load balancing of computational tasks, and programmable components. The architecture is compliant with the TINA (telecommunication information network architecture) recommendations and its implementation is based on CORBA (common object request broker architecture). In addition, a sample VPN setup and monitoring scenario will be detailed.

Automated online subscription

Abstract: An automated registration process for registering a new user and new high speed access device with an internet service provider is accomplished without requiring user input aside from choices of service provider, service level agreement, and the provision of basic user information. A mediation server communicates with a provisioning server to obtain necessary access device information without requiring a user to access or know such information.

The essential guide to application service providers

Abstract: Preface and Acknowledgments: The Emerging ASP. Foreword by Christopher R. McCleary. I. ASP FUNDAMENTALS. 1. Setting The Stage. Information Technology As A Service. Service Provisioning. The Storage Layer. The Server Layer. The Network Layer. The Application Layer. The Management Layer. Conclusion. 2. What is an Application Service Provider? Asp: Definition Or Description. A Survey Approach. Business Value Proposition Of An ASP: Cost Reduction, Risk Reduction, And New Capabilities For Business. The Bottom Line. 3. How Does an ASP Differ from Traditional Computing Models? Evolution In Business Information Systems. Toward PostA A Client-Server Computing. Server Recentralization. Application Recentralization and Thin Client Computing. Web Technology: The Internet, Intranets, And Extranets. The Past Is Prologue: Software Delivery Via Web Technology. Conclusion. 4. ASP Arrangements and Traditional Outsourcing. Different Kinds Of Outsourcing. In Situ Outsourcing. Out-Tasking. Beyond Market-Speak: Asps And Outsourcing. Lessons From Outsourcing. Customization And Asps. Application Service Delivery: The Network Is The Key. Conclusion. 5. The Contemporary ASP Market: Vendors, Intermediaries, and Aggregators. Infrastructure Services Layer. Application Services Layer. Integration Services Layers. Analytical Services Layer. Conclusion. 6. So, What is Holding Up the ASP Revolution? Outsourcing And The Economy. Customer Inertia. Building An Empirical Case. Technical Hurdles. Performance Measurement Gap. Security. Standards And Best Practices. The Right Applications. Conclusion. II. ASP ENABLING TECHNOLOGY. 7. Basic Concepts: Application Software. What Is Application Software? Application Design And Performance. Conclusion. 8. Basic Concepts: The Role of Middleware. Determinants Of Application Performance Move Outside The Box. Middleware. Flavors Of Middleware. Rpc. Mom. Orb. Tp Monitors. Back To The Future. 9. Basic Concepts: The Application Server. From Application Software To Application Server. The Rise Of Application Servers. Out Of The Box Web-Enabled Software On The Rise. Application Server Market Growing. Application Servers For Single User Applications. Citrix Systems. New Moon Systems. Tarantella. On To Frameworks. ORACLE iAS. 10. Basic Concepts: Web Technology. Onto The Web. Context For Web Technology. How It Works. Security: A Mission-Critical Component Of Web Technology. Expanding Interactivity. Conclusion. 11. Putting It All Together: The Hosting Environment. The Application Hosting Environment. The Basic Application Hosting Infrastructure. Adding High-availability Features. From High-Availability To Performance And Scalability. Securing The Infrastructure. Security 101. Layers Of Security. Physical And Logical Design. Conclusion. 12. Networked Services. Delivering Services Across A Network. Private And Public Networks. What Is A Private Network? Onto The Ring. Last Mile Issues. Virtual Private Networks And Proxies. Spawning Yet Another "Sp". III. BUSINESS RELATIONSHIP. 13. Building an ASP Solution. Overview Of The Asp Review Process. Preliminary Steps. The Requirements And Objective Setting Process. Setting Objectives. Where To Find Information About Asps. Use Of Consultants. Isv Notes. Conclusion. 14. Setting ASP Selection Criteria. The Rfp Process. The Requirements Specification. Introduction and Identification of Goals. Detailed Specifications Section. Time Line for Implementation. Vendor Response Q&A. Risks. The Business Information Section. RFP Response Instructions. Financial Information Request and Bid Price. Rfp Response Review And Vendor Selection. Conclusion. 15. ASP SLAs and Contracts. Contracting For Service. To The Service Level Agreement. Application Deployment Tasks. Application Service Monitoring Tasks. Customer Service/Operations Tasks. Frequencies, Weighting, And Other Matters. Conclusion. 16. Managing the ASP Relationship. Vigilant Oversight. Beyond Application Measurement. Conclusion. Afterword by Traver GruenA A Kennedy. Glossary. Index.

Multi-processor data traffic shaping and forwarding

Abstract: A data switching engine is provided. The data switching engine includes a switching processor used for data traffic forwarding and an traffic management processor used for data traffic management. The switching processor retains all functionality of currently deployed data switching equipment as it relates to data switching and forwarding. The traffic management processor performs data traffic characterization, statistics extraction, service level agreement enforcement, etc. The use of the traffic management processor reduces computational loads otherwise imposed on the switching processor while maintaining or surpassing levels of service provided by currently deployed data switching equipment.

A secure gateway with proxy service capability servers for service level agreement checking

Abstract: The present invention describes a gateway in an Open Service Access (OSA) network where Service Level Agreement (LSA) checks are performed by a Framework (15) on a Central Gateway node (1). A distinction is made between applications (10) that can be trusted, like applications provided by the same firm as the gateway, and other applications (12) that are not trusted for security reasons. Access request coming from the applications for accessing Service Capability Servers (SCSs) (4, 5) are checked by the framework (15). Now the trusted applications (10) can get direct access to the Service Capability Servers (4, 5), but the untrusted applications (12) are only allowed to access so-called proxy SCSs (9) on the Central Gateway node (1). The proxy SCSs (9) have the same interface as the SCSs (4, 5) running on the distant nodes (2, 3), and are downloaded by the Framework (15) from the distant SCS nodes (2, 3) to the Central Gateway node (1) during an initialization phase.

On the End-User QoS-Awareness of a Distributed Service Environment

Abstract: A lot of attention has been given to network quality of service and efforts to make layers on top of the network also QoS-aware increase noticeably. This paper explores QoS-aware service provisioning at a level close to end-user's perception. It shows how end-user oriented QoS requirements have been elaborated in a high level design onto QoS support of a distributed service platform and how realized QoS can be monitored. A GameHall has been used as the application context for which validation of the explored and applied concepts and models for QoS specification and monitoring have been exercised.