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.

Systems and methods to minimize customer equipment downtime in a voice over internet protocol (VOIP) service network

Abstract: Systems and methods to minimize customer premises equipment downtime in a Voice over Internet Protocol service network are disclosed. An example method comprises receiving a replacement internet protocol (IP) address to replace a first IP address in a residential gateway associated with a first network service provider, sending a re-authenticate message from the residential gateway to a customer premises equipment associated with a second network service provider, and receiving the re-authenticate message in the customer premises equipment.

Internal Relationships and Activities Associated with High Levels of Purchasing Service Quality

Abstract: SUMMARY This article presents findings from a comprehensive survey concerning internal service quality in a wide variety of U.S. companies. The objectives of this article were to further develop the internal service quality model and to study the internal customer-supplier relationships of companies with high levels of purchasing service quality. Purchasing managers were asked to assess and describe both incoming and outgoing internal service quality and associated activities for their purchasing departments and the organization as a whole. The respondents were also asked to assess the service quality provided to their firm's external customers. This information was used to summarize performance in each area for respondents with high levels of internal service quality, from both an internal supplier and internal customer perspective. Comparative information is provided for firms having low-to-moderate levels of internal service quality.

Supporting QoS-based discovery in service-oriented Grids

Abstract: In this paper the service abstraction is extended to support quality of service (QoS) attributes - and implemented in the Grid QoS Management (G-QoSM) framework. The framework supports three main functions: (1) providing mechanisms for establishing QoS guarantees via service level agreements (SLAs), (2) enabling QoS management on allocated QoS-aware services, and (3) supporting discovery of services based on QoS attributes. The framework relies on each service offering both a "functional" interface and a "management" interface. The functional interface provides attributes on how a service is to be invoked and how it returns results, whereas the management interface is used to provide QoS attributes and performance characteristics associated with a service. The focus of this paper is on implementing a QoS-based service discovery system, which utilises an extended version of the universal description, discovery and integration (UDDI) registry.

Servicing service quality in higher education: quest for excellence

Abstract: Purpose – The purpose of this paper is to discuss the importance of service quality as a means of achieving long‐term competitive advantage in higher education. It further seeks to explore the influences of customer expectation, course design and delivery as well as learning support on service quality.Design/methodology/approach – The paper presents the findings of a qualitative study conducted in a Singapore tertiary institution where in‐depth interviewing was employed and 12 academics were involved.Findings – The study finds that perception of tertiary students as either customers or products will have a direct impact on the dynamics created within and outside a learning space. Quality service in higher education should aim at offering experiences that promote dialogue, inquiry and reflection in the long term.Practical implications – Instructors should learn to balance the expectations of students without compromising on academic rigor. Curricula should be kept updated by consulting industry and economi...

Is self‐service the future of services?

Abstract: Describes all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines. This has the potential for customization, accuracy, convenience and speed, dependent on individual customer acceptance of the new system.