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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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Patent
08 Apr 2011
TL;DR: In this paper, the authors propose a new alert policy addressing the opportunity to reduce alert frequency and evaluate the impact of the alert policy on a set of predefined service level objectives and service level agreements (SLAs).
Abstract: Aspects of the present invention dynamically reduce a frequency at which IT infrastructure automatically generates alerts. Historical data across a plurality of data sources in the IT infrastructure is analyzed. An opportunity to reduce the frequency at which the IT infrastructure automatically generates the alerts is identified. A new alert policy addressing the opportunity to reduce alert frequency is generated. An impact of the new alert policy on a set of predefined service level objectives (SLOs) and service level agreements (SLAs) is evaluated. The new alert policy is deployed in the IT infrastructure.

65 citations

Patent
21 May 2009
TL;DR: In this paper, a customer originated and directed dispatching system is proposed to provide direct coordination of requested service to service providers without the need for intermediary dispatching assistance. But, the system is limited to a limited number of service providers.
Abstract: A customer originated and directed dispatching system to provide direct coordination of requested service to service providers without the need for intermediary dispatching assistance. A database stores records each documenting needed services and customer and service provider profiles. Processing circuitry (which may be one or several networked computers) performs a dispatching process which reviews these records, locates records indicating a need for immediate service, locates the customer, identifies potential service responders, carries out an auction for the requested service and collects a list of potential service provides with their bids and profiles. The processing circuitry also performs a monitoring process which monitors service provider's activities by reviewing the records, and automatically obtained service provider's activity information, and records customer and service provider performance ratings to the database. Communications circuitry enables direct communication between the service provider and the customer as well as updates of the service provider's activity and review customer and service provider performance records.

65 citations

Journal ArticleDOI
TL;DR: In this paper, the authors reviewed the conceptual background for service quality as applied to the airline industry and use data from the Air Travel Consumer Report to examine airline quality performance on such key indicators as on-time arrival, customer complaints, denied boarding, and mishandled baggage to determine the trend in airline service performance over the past two decades.
Abstract: Purpose – This paper aims to review the conceptual background for service quality as applied to the airline industry and use data from the Air Travel Consumer Report to examine airline quality performance on such key indicators as on‐time arrival, customer complaints, denied boarding, and mishandled baggage to determine the trend in airline service performance over the past two decades.Design/methodology/approach – Data collected for this study included customer complaints on flight problems, ticketing, refunds, fares, customer service, advertising, and other problems, overall carrier on‐time performance, involuntary denied boardings, and mishandled baggage. Total yearly departures by carrier were obtained from the Bureau of Transportation Statistics and used to normalize the service data. Service quality rates were calculated for the industry overall and by individual carrier. The total quality rate represents the sum of the following data: the percentage of late flights, total number of consumer complai...

65 citations

Journal ArticleDOI
TL;DR: In this article, the authors explored critical factors in Web site service quality perceptions, using the critical incident technique, and further evaluated whether the same factors contribute to high and low quality perceptions.
Abstract: Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality evaluation has focused on people‐based services, rather than technologically‐based services. Specifically there is a paucity of research addressing service quality offered through Web sites. This paper addresses this issue by exploring critical factors in Web site service quality perceptions, using the critical incident technique. The paper further evaluates whether the same factors contribute to high and low quality perceptions. Additionally, the paper investigates the effect of the customer's search behavior while visiting the Web site (goal directed or experiential) on service quality perceptions. Implications for managers are addressed.

65 citations

Journal ArticleDOI
TL;DR: It is proved that a property of this problem, called multimodularity, that ensures that a local search algorithm terminates with a globally optimal solution.
Abstract: We study a shift scheduling problem for call centers with an overall service level objective. We prove a property of this problem, called multimodularity, that ensures that a local search algorithm terminates with a globally optimal solution. We report on computations performed using real call center data.

65 citations


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