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.

LAYSI: A Layered Approach for SLA-Violation Propagation in Self-Manageable Cloud Infrastructures

Abstract: Cloud computing represents a promising computing paradigm where computing resources have to be allocated to software for their execution. Self-manageable Cloud infrastructures are required to achieve that level of flexibility on one hand, and to comply to users' requirements specified by means of Service Level Agreements (SLAs) on the other. Such infrastructures should automatically respond to changing component, workload, and environmental conditions minimizing user interactions with the system and preventing violations of agreed SLAs. However, identification of sources responsible for the possible SLA violation and the decision about the reactive actions necessary to prevent SLA violation is far from trivial. First, in this paper we present a novel approach for mapping low-level resource metrics to SLA parameters necessary for the identification of failure sources. Second, we devise a layered Cloud architecture for the bottom-up propagation of failures to the layer, which can react to sensed SLA violation threats. Moreover, we present a communication model for the propagation of SLA violation threats to the appropriate layer of the Cloud infrastructure, which includes negotiators, brokers, and automatic service deployer.

Aggregation of Service Level Agreements in the Context of Business Processes

Abstract: One can observe that more and more companies are focusing on their core compenetency and are outsourcing parts or even complete business processes to service providers. Service Level Agreements (SLAs) are used as a contractual basis to define certain non-functional properties (e.g. response time) a service has to provide. To determine the SLA of a business process a priori, the SLAs of the invoked services need to be aggregated into a single SLA for the business process. This paper defines a method how a service provider can aggregate the SLAs of the individual services within a business process into a single SLA. This provides a service provider with the capability to annotate the service that the business process implements with an appropriate SLA. We propose a framework that helps in carrying out the SLA aggregation within business processes. The framework consists of two parts: (i) a formal model for SLAs and (ii) a concept to aggregate SLAs, where algorithms can be plugged in.

THEMIS: A Mutually Verifiable Billing System for the Cloud Computing Environment

Abstract: With the widespread adoption of cloud computing, the ability to record and account for the usage of cloud resources in a credible and verifiable way has become critical for cloud service providers and users alike. The success of such a billing system depends on several factors: The billing transactions must have integrity and nonrepudiation capabilities; the billing transactions must be nonobstructive and have a minimal computation cost; and the service level agreement (SLA) monitoring should be provided in a trusted manner. Existing billing systems are limited in terms of security capabilities or computational overhead. In this paper, we propose a secure and nonobstructive billing system called THEMIS as a remedy for these limitations. The system uses a novel concept of a cloud notary authority for the supervision of billing. The cloud notary authority generates mutually verifiable binding information that can be used to resolve future disputes between a user and a cloud service provider in a computationally efficient way. Furthermore, to provide a forgery-resistive SLA monitoring mechanism, we devised a SLA monitoring module enhanced with a trusted platform module (TPM), called S-Mon. The performance evaluation confirms that the overall latency of THEMIS billing transactions (avg. 4.89 ms) is much shorter than the latency of public key infrastructure (PKI)-based billing transactions (avg. 82.51 ms), though THEMIS guarantees identical security features as a PKI. This work has been undertaken on a real cloud computing service called iCubeCloud.

Cloud Broker and Procurement System and Method

Abstract: A cloud broker and procurement system and method is closed. In particular embodiments, the method includes receiving an offer of a computing resource from each of a plurality of providers. The method further includes receiving, from each of the plurality of providers, a service level agreement associated with each respective offered computing resource. Additionally, the method includes normalizing each of the service level agreements associated with the offered computing resources. The method further includes receiving a request from a requesting computer for a computing resource and selecting, based at least in part on the normalized service level agreements, one of the providers to provide the requested computing resource. The method also includes transmitting a service match indicator to the client, wherein the service match indicator indicates a time at which the offered computing resource will be utilized, and utilizing the computing resource on the selected provider.

Business driven prioritization of service incidents

Abstract: As a result of its increasing role in the enterprise, the Information Technology (IT) function is changing, morphing from a technology provider into a strategic partner. Key to this change is its ability to deliver business value by aligning and supporting the business objectives of the enterprise. IT Management frameworks such as ITIL (IT Infrastructure Library, [3]) provide best practices and processes that support the IT function in this transition. In this paper, we focus on one of the various cross-domain processes documented in ITIL involving the service level, incident, problem and change management processes and present a theoretical framework for the prioritization of service incidents based on their impact on the ability of IT to align with business objectives. We then describe the design of a prototype system that we have developed based on our theoretical framework and present how that solution for incident prioritization integrates with other IT management software products of the HP OpenviewTM management suite.