Abstract
In this work, a business-driven approach to designing Service Level Agreements in an e-commerce environment is proposed. In contrast to conventional SLA design approaches, the one proposed better captures the relationship between service provider and service client by considering the negative business impact (business loss) originated from IT infrastructure failures and performance degradation and introduces such knowledge into the SLA itself. A complete example scenario shows the value of the proposed approach. A main conclusion is that the SLA established using the business-driven perspective is superior to the one based on a conventional approach since both service provider and client can simultaneously obtain higher profit.
Similar content being viewed by others
References
Taylor, R., Tofts, C.: Death by a thousand SLAs: a short study of commercial suicide pacts. Report HPL-2005-11, Trusted Systems Laboratory, HP Laboratories Bristol, January 2005
Sauvé, J., Marques, F., Moura, A., Sampaio, M., Jornada, J., Radziuk, E.: SLA design from a business perspective. In: 16th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management (DSOM), Lecture Notes in Computer Science, Springer, 2005, http://dx.doi.org/10.1007/11568285_7
Sallé, M., Bartolini, C.: Management by contract. In: 2004 IEEE/IFIP Network Operations and Management Symposium (NOMS), IEEE Computer Society, 2004
Machiraju, V., Bartolini, C., Casati, F.: Technologies for business driven IT management. In: Cavedon, L., Maamar, Z., Martin, D., Benatallah, B. (eds.) Extending Web Services Technologies: The Use of Multi-Agent Approaches. Springer (2004), http://dx.doi.org/10.1007/0-387-23344-X_1
Sahai, A., Bartolini, C., Sauvé, J.P.: In: Proceedings of the First, Second and Third IEEE/IFIP International Workshops on Business-Driven IT Management, 2006/2007/2008, http://ieeexplore.ieee.org/servlet/opac?punumber=10973, http://ieeexplore.ieee.org/servlet/opac?punumber=4261088, http://ieeexplore.ieee.org/servlet/opac?punumber=4534400
Beulen, E., Ribbers, P. M. A.: IT outsourcing contracts: Practical implications of the incomplete contract theory. In: 36th Hawaii International Conference on System Sciences (HICSS), Hawaii, 2003, p. 268
Sauvé, J., Marques, F., Moura, A., Sampaio, M., Jornada, J., Radziuk, E.: Optimal design of E-commerce site infrastructure from a business perspective. In 38th Hawaii International Conference on System Sciences (HICSS), Hawaii, 2005, p. 178.3
Diao, Y., Hellerstein, J., Parekh, S.: A business-oriented approach to the design of feedback loops for performance management. In: 12th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management (DSOM), 2001
Abrahão, B., Almeida, V., Almeida, J.: Self-adaptive SLA-driven capacity management for internet services. In: 17th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management (DSOM), 2006
Menascé, D.A., Almeida, V.A.F., Dowdy, L.W.: Performance by Design: Computer Capacity Planning by Example. Prentice-Hall, PTR, NJ, USA (2004)
Buco, M., Chang, R., Luan, L., Ward, C., Wolf, J., Yu, P., Kosar, T., Shah, S.: Managing eBusiness on demand SLA contracts in business terms using the cross-SLA execution manager SAM. In: Proceedings of the Sixth International Symposium on Autonomous Decentralized Systems (ISADS’03). IEEE Computer Society (2003), p. 157, http://dx.doi.org/10.1109/ISADS.2003.1193944
Trivedi, K.S.: Probability and Statistics with Reliability, Queuing, and Computer Science Applications. Prentice-Hall, NJ, USA (1982)
Menascé, A.D., Almeida, V.A.F.: Scaling for E Business: Technologies, Models, Performance, and Capacity Planning. Prentice Hall, PTR, NJ, USA (2000)
Kleinrock, L.: Queueing Systems, Volume I: Theory. Wiley-Interscience (1976)
Janakiraman, G.J., Santos, J.R., Turner, Y.: Automated multi-tier system design for service availability. In: Proceedings of the First Workshop on Design of Self-Managing Systems, 2003
Acknowledgments
We would like to acknowledge and thank the Bottom Line Project team—special thanks to Rodrigo Rebouças—for their support and discussions. This work was developed in collaboration with HP Brazil R&D.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Marques, F.T., Sauvé, J.P. & Moura, J.A.B. SLA Design and Service Provisioning for Outsourced Services. J Netw Syst Manage 17, 73–90 (2009). https://doi.org/10.1007/s10922-009-9115-7
Published:
Issue Date:
DOI: https://doi.org/10.1007/s10922-009-9115-7