TY - GEN
T1 - Service level management for service value networks
AU - Schulz, Frank
AU - Michalk, Wibke
AU - Hedwig, Markus
AU - McCallister, Marcus
AU - Momm, Christof
AU - Caton, Simon
AU - Haas, Christian
AU - Rolli, Daniel
AU - Tavas, Monika
N1 - Copyright:
Copyright 2013 Elsevier B.V., All rights reserved.
PY - 2012
Y1 - 2012
N2 - 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.
AB - 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.
KW - Cloud computing
KW - Service-level-agreements
KW - Software-as-a-service
UR - http://www.scopus.com/inward/record.url?scp=84870828041&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84870828041&partnerID=8YFLogxK
U2 - 10.1109/COMPSACW.2012.19
DO - 10.1109/COMPSACW.2012.19
M3 - Conference contribution
AN - SCOPUS:84870828041
SN - 9780769547589
T3 - Proceedings - International Computer Software and Applications Conference
SP - 51
EP - 56
BT - Proceedings - 36th Annual IEEE International Computer Software and Applications Conference Workshops, COMPSACW 2012
T2 - 36th Annual IEEE International Computer Software and Applications Conference Workshops, COMPSACW 2012
Y2 - 16 July 2012 through 20 July 2012
ER -