Optimal Choice of Service Level Objectives from a Business Perspective
نویسندگان
چکیده
This paper presents a formal method to optimally choose Service Level Objectives (SLOs) in a Service Level Agreement (SLA) from a business perspective by pondering the cost of the IT infrastructure needed to support the IT services and the losses incurred from service degradations. The method is particularly applicable to business processes that are heavily IT dependent, such as e-commerce.
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