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
More filters
TL;DR: A model of servicequality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental.
Abstract: A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.
1,353 citations
IBM1
TL;DR: A novel framework for specifying and monitoring Service Level Agreements (SLA) for Web Services, designed for a Web Services environment, that is applicable as well to any inter-domain management scenario, such as business process and service management, or the management of networks, systems and applications in general.
Abstract: We describe a novel framework for specifying and monitoring Service Level Agreements (SLA) for Web Services. SLA monitoring and enforcement become increasingly important in a Web Service environment where enterprise applications and services rely on services that may be subscribed dynamically and on-demand. For economic and practical reasons, we want an automated provisioning process for both the service itself as well as the SLA managment system that measures and monitors the QoS parameters, checks the agreed-upon service levels, and reports violations to the authorized parties involved in the SLA management process. Our approach to these issues is presented in this paper. The Web Service Level Agreement (WSLA) framework is targeted at defining and monitoring SLAs for Web Services. Although WSLA has been designed for a Web Services environment, it is applicable as well to any inter-domain management scenario, such as business process and service management, or the management of networks, systems and applications in general. The WSLA framework consists of a flexible and extensible language based on XML Schema and a runtime architecture comprising several SLA monitoring services, which may be outsourced to third parties to ensure a maximum of objectivity. WSLA enables service customers and providers to unambiguously define a wide variety of SLAs, specify the SLA parameters and the way they are measured, and relate them to managed resource instrumentations. Upon receipt of an SLA specification, the WSLA monitoring services are automatically configured to enforce the SLA. An implementation of the WSLA framework, termed SLA Compliance Monitor, is publicly available as part of the IBM Web Services Toolkit.
1,036 citations
TL;DR: In this article, the authors considered both external and internal service management issues and subsequent service innovations based on the framework of Quality Function Deployment (QFD) and its relationship to similar concepts, and developed a hypothetical application in the lodging industry in order to illustrate future application and analysis strategies.
1,013 citations
19 May 2004
TL;DR: This paper presented an open, fair and dynamic QoS computation model for web services selection through implementation of and experimentation with a QoS registry in a hypothetical phone service provisioning market place application.
Abstract: The emerging Service-Oriented Computing (SOC) paradigm promises to enable businesses and organizations to collaborate in an unprecedented way by means of standard web services. To support rapid and dynamic composition of services in this paradigm, web services that meet requesters' functional requirements must be able to be located and bounded dynamically from a large and constantly changing number of service providers based on their Quality of Service (QoS). In order to enable quality-driven web service selection, we need an open, fair, dynamic and secure framework to evaluate the QoS of a vast number of web services. The fair computation and enforcing of QoS of web services should have minimal overhead but yet able to achieve sufficient trust by both service requesters and providers. In this paper, we presented our open, fair and dynamic QoS computation model for web services selection through implementation of and experimentation with a QoS registry in a hypothetical phone service provisioning market place application.
969 citations
TL;DR: The review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors.
Abstract: Purpose – The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature.Design/methodology/approach – The paper critically examines 19 different service quality models reported in the literature. The critical review of the different service quality models is intended to derive linkage between them, and highlight the area for further research.Findings – The review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. In addition to this even the customer's expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc. This paper provides a rich agenda for future research in the subject.Research limitations/implications – This research developed a linkage between...
965 citations