Service-level agreements for electronic services

Skene, James and Raimondi, Franco and Emmerich, Wolfgang (2010) Service-level agreements for electronic services. IEEE Transactions on Software Engineering, 36 (2). pp. 288-304. ISSN 0098-5589


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The potential of communication networks and middleware to enable the composition of services across organizational boundaries remains incompletely realized. In this paper, we argue that this is in part due to outsourcing risks and describe the possible contribution of Service-Level Agreements (SLAs) to mitigating these risks. For SLAs to be effective, it should be difficult to disregard their original provisions in the event of a dispute between the parties. Properties of understandability, precision, and monitorability ensure that the original intent of an SLA can be recovered and compared to trustworthy accounts of service behavior to resolve disputes fairly and without ambiguity. We describe the design and evaluation of a domain-specific language for SLAs that tend to exhibit these properties and discuss the impact of monitorability requirements on service-provision practices.

Item Type:Article
Research Areas:School of Science and Technology > Science & Technology
Citations on ISI Web of Science:4
ID Code:5276
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Deposited On:29 Apr 2010 15:24
Last Modified:22 Jul 2014 15:41

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