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.
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01 Jan 2008
TL;DR: In this paper, an overview on the state of the art using SLAs in the domain of Scheduling and Resource Management is given, where Service Level Agreements are considered, the technologies used, and what should be accomplished followed by descriptions of the systems that already implement and use SLAs.
Abstract: Service Level Agreements may be used to establish agreements on the quality of a service between a service provider and a service consumer. The roles of service provider and service consumer may realised in different shapes ranging from individuals to institutions, software agents or other systems acting on behalf of physical entitie s or steered by those. This paper gives an overview on the state of the art using Service Level Agreements in the domain of Scheduling and Resource Management. An introduction is given where Service Level Agreements are considered, the technologies used, and what should be accomplished followed by descriptions of the systems that already explicitly implement and use Service Level Agreements.
71 citations
TL;DR: The concept of LOS is reviewed, the importance of user perception in assessment of service quality is described and the need to establish LOS thresholds for bus transit from user perception for developing countries is identified.
71 citations
01 Jan 2014
TL;DR: Two novel concepts, called service intension and service extension, are presented, which allow one to divide the basic elements of a web service definition into two parts and are used to propose a constraint-aware service composition method in which service constraints are well taken care.
Abstract: The creation of value-added services by automatic composition of existing ones is gaining significant momentum as the potential silver bullet in service-oriented computing. A large number of composition methods have been proposed, and most of them are based on the matching of input and output parameters of services only. However, most services in the real world are not universally applicable, and some applicable conditions or restrictions are imposed on them by their providers. Such constraints have a great impact on service composition, but have been largely ignored by the existing methods. In this paper, they are discussed and defined, and a simple formal expression is adopted to describe them. Two novel concepts, called service intension and service extension, are presented, which allow one to divide the basic elements of a web service definition into two parts. Consequently, their use allows us to propose a constraint-aware service composition method in which service constraints are well taken care. The proposed solution includes a graph search-based algorithm and two novel preprocessing methods. A publicly available test set from ICEBE05 is used to evaluate and analyze the proposed methodology.
71 citations
07 Jan 2002
TL;DR: It is argued what integration of applications will be the major challenge if the ASP business model is to survive in the overcrowded and intensely competitive e-business sector.
Abstract: The paper evaluates the application service provider (ASP) business model. It draws from a large scale research program funded by the European Union and Engineering and Physical Sciences Research Council (EPSRC), into the emerging ASP industry where software is delivered as a service, priced on a per-seat, per month basis. Tracking a taxonomy of ASPs (pure-play, vertical, horizontal, enterprise and enabler) through longitudinal case study research, the paper suggests that two major inhibitors have contributed to the slow growth of this market. The first is economic conditions evidenced by the dot.com downturn, and the second is lack of education in the potential customer marketplace. The paper tracks the strategies of two major players within the ASP industry: Cable & Wireless, a traditional UK telecoms company moving into the IP market, and Jamcracker, a recently established US enterprise web services company. Through careful evaluation of key performance indicators (KPIs) for evaluating ASPs and customer perceptions of the software-as-a-service proposition (and e-business broadly conceived), the paper argues what integration of applications will be the major challenge if the ASP business model is to survive in the overcrowded and intensely competitive e-business sector.
71 citations
TL;DR: In this paper, the authors investigated whether customer satisfaction would be contingent upon the importance of the service and found that this was not the case, and suggested that by providing customers a choice of service recovery options, salespeople can augment customers' sense of control and ultimately their satisfaction with the service recovery and the overall service transaction.
Abstract: Service failures and consequent recoveries have been identified as a critical determinant of customer retention. Hence, effective service recovery programs warrant further exploration. In particular, with the current emphasis on relationship selling, salespeople should learn how to improvise to serve their customers effectively, including solving problems when service failure occurs. Therefore, alternatives to current common practices in industry should be investigated. The results of the present study suggest that by providing customers a choice of service recovery options, salespeople can augment customers' sense of control and ultimately their satisfaction with the service recovery and the overall service transaction. The investigation also proposed that customer satisfaction would be contingent upon the importance of the service. However, study findings revealed that this was not the case. Implications of the findings are also discussed. © 2006 Wiley Periodicals, Inc.
71 citations