Modelling Service Level Agreements for Business Process Outsourcing Services
نویسندگان
چکیده
Many proposals to model service level agreements (SLAs) have been 1 elaborated in order to automate different stages of the service lifecycle such as 2 monitoring, implementation or deployment. All of them have been designed for 3 computational services and are not well–suited for other types of services such 4 as business process outsourcing (BPO) services. However, BPO services sup5 ported by process–aware information systems could also benefit from modelling 6 SLAs in tasks such as performance monitoring, human resource assignment or 7 process configuration. In this paper, we identify the requirements for modelling 8 such SLAs and detail how they can be faced by combining techniques used to 9 model computational SLAs, business processes, and process performance indi10 cators. Furthermore, our approach has been validated through the modelling of 11 several real BPO SLAs. 12
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