Service level management for service value networks

Frank Schulz, Wibke Michalk, Markus Hedwig, Marcus McCallister, Christof Momm, Simon Caton, Christian Haas, Daniel Rolli, Monika Tavas

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Scopus citations

Abstract

The ongoing trend towards a global services economy creates considerable market opportunities for various stakeholders. A service intermediary who offers complex services to customers and consumes services from suppliers and thus creates a service value network, faces the challenge of adhering to agreed service levels while minimizing associated costs, risks and potential penalties. Starting from a lifecycle model for service value networks, this paper identifies the service level management tasks to be performed by a service intermediary. For each of these tasks, supporting software tools have been developed. Together, they form an integrated tool chain which provides effective support for service level management of service intermediaries. The tools have been evaluated in case studies and industrial settings. The paper contributes the first study of an end-to-end service level management for service value networks.

Original languageEnglish (US)
Title of host publicationProceedings - 36th Annual IEEE International Computer Software and Applications Conference Workshops, COMPSACW 2012
Pages51-56
Number of pages6
DOIs
StatePublished - 2012
Externally publishedYes
Event36th Annual IEEE International Computer Software and Applications Conference Workshops, COMPSACW 2012 - Izmir, Turkey
Duration: Jul 16 2012Jul 20 2012

Publication series

NameProceedings - International Computer Software and Applications Conference
ISSN (Print)0730-3157

Conference

Conference36th Annual IEEE International Computer Software and Applications Conference Workshops, COMPSACW 2012
Country/TerritoryTurkey
CityIzmir
Period7/16/127/20/12

Keywords

  • Cloud computing
  • Service-level-agreements
  • Software-as-a-service

ASJC Scopus subject areas

  • Software
  • Computer Science Applications

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