Service-level agreements (SLA) definition and monitoring are open issues within the IT Service Management (ITSM) domain. Our main goals are to propose a model-based approach to IT services SLA specification and compliance verification. The specification will be accomplished by proposing a SLA language a domain specific language for defining quality attributes as non functional requirements (NFR...

The continued trend of globalization and technology improvement like the internet and transportation have spawned an increasing number of complex service chains that span across local, regional and national boundaries. Service level agreement (SLA) plays a crucial role in gluing service chains together. In that regard, this paper provides a complete guidance of end-to-end lifecycle management o...

this study aimed at investigating the effect of intellectual capital and organizational performance on service quality. research method was descriptive and correlation, structural equation modeling. the population consisted of all 219 male and female staff of sport and youth general offices in west azerbaijan province. 180 subjects were selected as the sample by purposive non-random sampling me...

We extend the service abstraction in the Open Grid Services Architecture[12] for Quality of Service (QoS) properties. The realization of QoS often requires mechanisms such as advance or on-demand reservation of resources, varying in type and implementation, and independently controlled and monitored. Foster et al. propose the GARA [10] architecture. The GARA library provides a restricted repres...