Topic
Service level objective
About: Service level objective is a research topic. Over the lifetime, 7894 publications have been published within this topic receiving 218701 citations.
Papers published on a yearly basis
Papers
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21 May 2001
TL;DR: In this paper, a business-to-business (B2B) engine includes one or more logic modules for interfacing with the telecommunications network and with the information service provider.
Abstract: Methods, systems, and arrangements facilitate information interexchange between a telecommunications network and an information service provider. For example, a business-to-business (B2B) engine includes one or more logic modules for interfacing with the telecommunications network and with the information service provider. The B2B engine facilitates the reporting of, e.g., realtime information from the telecommunications network to the information service provider. This realtime information may include subscriber unit location that is proactively sent by the subscriber unit to the B2B engine for forwarding to the information service provider. To avoid possibly congesting the telecommunications network, the B2B engine is empowered to monitor the number of proactively-transmitted location messages and to limit them if they exceed a defined threshold.
82 citations
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30 Jul 2008TL;DR: In this article, a method and system for providing an SSO service enabling the use of Web services in different trusted domains through a one-time authentication process is presented, in which mutual authentication information is issued from a trusted third party to each of ID-federation service providers managing each of trusted domains, and an ID federation established between the ID federated service provider and a user in the trusted domain of the ID federation service provider.
Abstract: Provided is a method and system for providing an SSO service enabling the use of Web services in different trusted domains through a one-time authentication process. In the method, mutual authentication information is issued from a trusted third party to each of ID-federation service providers managing each of trusted domains, and an ID federation established between the ID-federation service provider and a user in the trusted domain of the ID-federation service provider. The first ID-federation service provider managing the first trusted domain, to which the user belongs to, is confirmed when a Web service provider in the second trusted domain receives a login request from the user in the first trusted domain. User authentication and mutual authentication arc performed between the first ID-federation service provider and a second ID-federation service provider managing the second trusted domain. The Web service provider authenticates the user in the first trusted domain and provides a corresponding Web service.
82 citations
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TL;DR: In this article, the authors provide and test an explanation for how complaint management influences overall service quality perception and behavioral intentions and suggest that the focus during service delivery should also concentrate on reinforcing customer expectations on the strengths of the service provider.
Abstract: Managers know that customers’ overall service quality perception and positive behavioral intentions toward the service provider are influenced strongly by effective complaint management. In this paper, we provide and test an explanation for how complaint management influences overall service quality perception and behavioral intentions. The implications of our model provide more focused guidance on complaint behavior management. It is suggested, based on our research, that service delivery and communications be used to emphasize a firm’s strengths. Thus complaint management should also result in reinforcing the strengths of the firm and not just in covering up or fixing its problems. Finally, we wish to emphasize that customer expectations themselves change within the encounter itself and play a key role in the perception of service quality. Thus, the focus during service delivery should also concentrate on reinforcing customer expectations on the strengths of the service provider.
82 citations
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IBM1
TL;DR: The concept of "service management domains" which are virtual domains built from resources and dependency relationships pertaining to physically monitored domains in the network management layer form the basis for managing fault, performance and service level agreements related to application service offerings.
Abstract: This paper proposes a novel approach for managing IP-based services and applications, reflecting the authors' experience with the IBM Global Network. It describes how one can extend the existing network and systems management paradigms to address problems in the management of application services hosted by network service providers (NSP). We introduce the concept of "service management domains" which are virtual domains built from resources and dependency relationships pertaining to physically monitored domains in the network management layer. They form the basis for managing fault, performance and service level agreements related to application service offerings.
82 citations
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TL;DR: This article examined whether or not culture is related to service customers' effort and satisfaction and found that culture is not related to effort or satisfaction level, and that these behaviors can be applied to any culturally diverse customer base.
82 citations