Topic
Service-level agreement
About: Service-level agreement is a research topic. Over the lifetime, 4358 publications have been published within this topic receiving 75333 citations. The topic is also known as: SLA.
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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
TL;DR: This research work will help researchers find the important characteristics of autonomic resource management and will also help to select the most suitable technique for autonomicresource management in a specific application along with significant future research directions.
Abstract: As computing infrastructure expands, resource management in a large, heterogeneous, and distributed environment becomes a challenging task. In a cloud environment, with uncertainty and dispersion of resources, one encounters problems of allocation of resources, which is caused by things such as heterogeneity, dynamism, and failures. Unfortunately, existing resource management techniques, frameworks, and mechanisms are insufficient to handle these environments, applications, and resource behaviors. To provide efficient performance of workloads and applications, the aforementioned characteristics should be addressed effectively. This research depicts a broad methodical literature analysis of autonomic resource management in the area of the cloud in general and QoS (Quality of Service)-aware autonomic resource management specifically. The current status of autonomic resource management in cloud computing is distributed into various categories. Methodical analysis of autonomic resource management in cloud computing and its techniques are described as developed by various industry and academic groups. Further, taxonomy of autonomic resource management in the cloud has been presented. This research work will help researchers find the important characteristics of autonomic resource management and will also help to select the most suitable technique for autonomic resource management in a specific application along with significant future research directions.
177 citations
TL;DR: The definition of customer satisfaction in economics is referred to and a formula for measuringCustomer satisfaction in cloud computing is developed and an analysis is given in detail on how the customer satisfaction affects the profit.
Abstract: As cloud computing becomes more and more popular, understanding the economics of cloud computing becomes critically important. To maximize the profit, a service provider should understand both service charges and business costs, and how they are determined by the characteristics of the applications and the configuration of a multiserver system. The problem of optimal multiserver configuration for profit maximization in a cloud computing environment is studied. Our pricing model takes such factors into considerations as the amount of a service, the workload of an application environment, the configuration of a multiserver system, the service-level agreement, the satisfaction of a consumer, the quality of a service, the penalty of a low-quality service, the cost of renting, the cost of energy consumption, and a service provider's margin and profit. Our approach is to treat a multiserver system as an M/M/m queuing model, such that our optimization problem can be formulated and solved analytically. Two server speed and power consumption models are considered, namely, the idle-speed model and the constant-speed model. The probability density function of the waiting time of a newly arrived service request is derived. The expected service charge to a service request is calculated. The expected net business gain in one unit of time is obtained. Numerical calculations of the optimal server size and the optimal server speed are demonstrated.
175 citations
Patent•
19 Feb 2003
TL;DR: Resource Management and Reservation System (RMRS) as mentioned in this paper is a middleware layer that provides an interface to applications, their database management systems, or some other higher level data management systems like ADRS which does data management on behalf of the applications.
Abstract: A Resource Management and Reservation System (RMRS) for managing and reserving storage bandwidth, is a platform independent middleware layer that provides an interface to applications, their database management systems, or some other higher level data management systems like ADRS which does data management on behalf of the applications. RMRS is highly relevant in hosted environments where one or more applications may be run on behalf of multiple customers each with a unique service level agreement with the Service Provider. Through its interface to the aforementioned applications, RMRS allows each application or an application side management system to communicate expected future storage access requirements (e.g., periodic access for backups). The interface also allows applications to request urgent storage access (e.g., recovery actions may be requested without being planned ahead of time).
174 citations
Patent•
01 Jun 2012
TL;DR: In this article, the authors present a system and method for creating, deploying, selecting and associating cloud computing services from many cloud vendors to effectuate a large-scale information technology data processing center implemented in a software only form.
Abstract: A system and method for creating, deploying, selecting and associating cloud computing services from many cloud vendors to effectuate a large-scale information technology data processing center implemented in a software only form. Services may be employed from any number of different service providers and user define policies provides for switching to or aggregating different service providers when necessary. Configurations can be created that allow for service provider selection based on user-selectable parameters such as cost, availability, performance and service level agreement terms. The system employs measurement, aggregation, reporting and decision support of system usage and costing, performance, Service level, feature set, to automate the construction, operation and ongoing management of software based cloud. Drag and drop, non list based UI for the construction and modification of clouds implemented and modeled in software.
174 citations