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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.


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Journal ArticleDOI
TL;DR: A utility model is presented to capture the management and control aspects of SLAs for multimedia Internet service and describes how to use it for admission control, dynamic quality adaptation, and resource allocation for SLA assurance.
Abstract: The efficient management of a quality level of Internet service is becoming increasingly important to both customers and service providers. This article describes how service level agreements for multimedia Internet service can be managed and controlled. We first present a literature survey on the problems of SLA management: SLA parameter definition, SLA measurement, and QoS management. We present a utility model to capture the management and control aspects of SLAs for multimedia Internet service. This utility model has been used in microeconomics theory, but here we have applied it to SLA management. This model provides a computationally feasible solution for admission control and quality adaptation for multimedia Internet service and SLA management. It also allows management policies to be flexibly expressed by service providers. Finally, we apply the utility model to the SLA management of VoIP service and describe how to use it for admission control, dynamic quality adaptation, and resource allocation for SLA assurance.

79 citations

Proceedings ArticleDOI
01 Sep 1999
TL;DR: This paper looks at a derivation of security related service level agreements for a large enterprise using the Seat Management model, which exploits the economies of standardization and scale to reduce information technology expenses.
Abstract: A popular business paradigm for information systems treats the information infrastructure as a corporate utility. In this model, a fixed Total Cost of Ownership (TCO) is associated with a given workstation, the network infrastructure, user applications, and personnel required for operational support. Related to the TCO model is the Seat Management model, which exploits the economies of standardization and scale to reduce information technology expenses. In both of these models, a defined, measurable, service level is applied as a cost metric, For example, seven days per week, twenty-four hour help desk support is more costly than five clays per week, business hours support. These measurable service levels are defined as Service Level Agreements. Few security services have been specified in terms that are amenable to Service Level Agreements. This raises the question -- can security be adequately expressed in a Service Level Agreement context. This paper looks at a derivation of security related service level agreements for a large enterprise. The possible applications of this approach are presented, as is a discussion of the caveats an information technology organization should consider prior to adopting security service level agreements.

78 citations

Journal ArticleDOI
TL;DR: In this article, the authors explore non-monetary and monetary outcomes of customer-based corporate reputation and hypothesize that commitment serves as a partial mediator, while service context risk is a moderator, of these relationships.
Abstract: A firm's reputation is an important intangible asset, because of its potential for value creation. The authors explore non-monetary and monetary outcomes of customer-based corporate reputation (CBR) and hypothesize that commitment serves as a partial mediator, while service context risk is a moderator, of these relationships. Using a large sample of service customers who evaluated the reputation of service firms in four service categories, the results show that (1) commitment partially mediates the relationship between CBR and most of the outcome variables, and (2) service provider selection risk moderates these relationships, such that reputation has a stronger effect on several non-monetary outcomes for higher-risk services and commitment has a stronger effect for lower-risk services, consistent with a dual-processing framework explanation. The authors discuss the theoretical and managerial implications.

78 citations

Journal ArticleDOI
TL;DR: This paper proposes a new procedure that puts the initiative with the service provider instead: supplier-initiated outsourcing, based on both operations research and game theoretical insights, and refers to this phenomenon as insinking.

78 citations

Journal ArticleDOI
TL;DR: It is found that service inducement is a means to dynamically skim customer surplus with state-independent prices and provision of slower service to customers that arrive when the expert is idle.
Abstract: We consider a monopolist expert offering a service with a 'credence' characteristic. A credence service is one where the customer cannot verify, even after purchase, whether the amount of prescribed service was appropriate or not; examples include legal, medical or consultancy services and car repair. This creates an incentive for the expert to 'induce service', that is, to provide unnecessary services that add no value to the customer, but that allow the expert to increase his revenues. We focus on the impact of an operations phenomenon on service inducement - workload dynamics due to the stochasticity of interarrival and service times. To this end, we model the expert's service operation as a single-server queue. The expert determines the service price within a fixed- and variable-rate structure and decides whether to induce service or not. We characterize the expert's combined optimal pricing and service inducement strategy as a function of service capacity, potential market size, value of service and waiting cost. We conclude with design implications of our results in limiting service inducement.

78 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
202318
202259
202125
202040
201938
201843