Requirements for Service Level Agreement Management
نویسندگان
چکیده
The aim of this paper is to introduce and present the main drivers and basic concepts for SLA management. We discuss the business requirements according to two points of view: the Customer and the Service Provider, and we go into more detail on the technical requirements for both the SLA contract itself and the SLA Management system. Finally, we give an overview of SLA management open issues in the industrial and research community.
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