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.

Publishing and discovering context-dependent services

Abstract: In service oriented computing, service providers and service requesters are main interacting entities. A service provider publishes the services it wishes to make public using service registries. A service requester initiates a discovery process to find the service that meets its requirements using the service registries. Current approaches for the publication and discovery do not realize the essential relationship between the service contract and the conditions in which the service can guarantee its contract. Moreover, they do not use any formal methods for specifying services, contracts, and compositions. Without a formal basis it is not possible to justify through a rigorous verification the correctness conditions for service compositions and the satisfaction of contractual obligations in service provisions. In our recent works, we have identified the role of contextual information, trustworthiness information and legal rules in service provision. This paper focuses on the publication and discovery of trustworthy context-dependent services as supported by the novel framework FrSeC. It introduces a novel ranking algorithm that ranks trustworthy context-dependent services according to the degree they match service requesters requirements. Finally, this paper introduces a prototype implementation for the matching and ranking of services as supported by FrSeC.

Towards generic service management concepts a service model based approach

Abstract: Service management has been a hot topic in the research community for the last couple of years. However, due to the complexity of this research area, no commonly accepted definition of the terms service, service management, and the associated management tasks has evolved yet. This paper contributes to the ongoing process of defining these terms by proposing a top-down oriented and systematic methodology that is used to analyze and identify the necessary actors and the corresponding inter- and intra-organizational relationships. Then, a generic service model is introduced that defines commonly needed service-related terms, concepts and structuring rules in a general and unambiguous way. Since most of the work that is being presented here is still in flux, the service model is finally used to identify and structure open research questions.

Examining the key dimensions of mobile banking service quality: an exploratory study

Abstract: Purpose – The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality. Design/methodology/approach – The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers, and to identify critical satisfiers/dissatisfiers among the identified dimensions. Findings – The analysis reveals a total of 17 dimensions of m-banking service quality: m-banking application quality (content, accuracy, ease of use, speed, aesthetics, security, diverse mobile application service features, and mobile convenience), and m-banking customer service quality (reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, and continuous improvement). Of these, five dimensions, such as mobile convenience, accuracy, diverse mobile application service features, ease of use, and continuous improvement, are considered as the main sources of customer satisfaction/...

Process and system for predictive resource planning

Abstract: A process and system for predictive resource planning to allow a service provider to meet a customer's predicted technical resource requirements. The process involves determining (11) a service provider's technology baseline, determining (12) a customer's technology direction, and storing the data representing the technology baseline and the technology direction in a data base repository. Based on the technology direction of the customer, the customer's technical resource requirements are predicted (13) and stored in the data base repository. The service provider then documents (14) the skill levels of its candidate employees and selects (15) candidates to meet the predicted technical resource requirements. The service provider creates (16) individual development plans for any candidates needing skills developed to meet the customer's technical resource requirements and implements (17) these individual development plans to develop the skills of the selected candidates in order to meet the predicted technical resource requirements of the customer.

Service quality dimensions of hybrid services

Abstract: Purpose – This paper aims to identify the dimensions of service quality in the case of hybrid services.Design/methodology/approach – The service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.Findings – The paper identifies nine service quality dimensions in the hybrid services – customer service, staff competence, reputation, price, tangibles, ease of subscription, technology security and information quality, technology convenience, and technology usage easiness and reliability.Practical implications – The various dimensions of service quality should be viewed as the levers of improving perceived service quality in the minds of its current customers. Identifying the service quality dimensions in hybrid contexts can offer service providers valuable insights regarding on which aspects of the service to focus in order to improve customer satisfaction, loyalty,...