Managing eBusiness on Demand SLA Contracts in Business Terms Using the Cross-SLA Execution Manager SAM
نویسندگان
چکیده
It is imperative for a competitive e-business service provider to be positioned to manage the execution of its service level agreement (SLA) contracts in business terms (e.g., minimizing financial penalties for service-level violations, maximizing service-level measurement based customer satisfaction metrics). This paper briefly describes the design rationale of an integrated set of businessoriented service level management (SLM) technologies under development in the SAM project at IBM T.J. Watson Research Center. The e-business SLA execution manager SAM, (1) enables the provider to deploy an effective means of capturing and managing contractual SLA data as well as provider-facing non-contractual SLM data; (2) assists service personnel to prioritize the processing of action-demanding quality management alerts as per the provider’s SLM objectives; and (3) automates the prioritization and execution management of approved SLM processes on behalf of the provider, including assigning SLM tasks to service personnel.
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