A Reference Model for a Service Level Agreement: In domain of Information Sharing Services

C. (Cor) Hofman; E.E. Roubtsova

doi:10.1007/978-3-030-52306-0_4

A Reference Model for a Service Level Agreement: In domain of Information Sharing Services

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference Article in proceeding › Academic › peer-review

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Abstract

Information sharing between government organizations is regulated by Service Level Agreements (SLA’s). Design and implementation of an SLA demands involvement representatives of several organizations. They need to communicate with the same concepts and validate the requirements for the service and quality indicators. In order to support the design of an SLA and its monitoring, we propose related concept, goal and protocol reference models. The first conceptual model view is built using a literature review. The next model views include the details found by analysis of existing SLA’s. The novelty of our models is that they compose an SLA from service level objectives (SLO’s), explain the meaning of SLO’s monitoring, support execution of an SLA and expose the monitoring logics.

Original language	English
Title of host publication	Business Modeling and Software Design
Subtitle of host publication	10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings
Editors	Boris Shishkov
Place of Publication	Cham
Publisher	Springer Nature Switzerland AG
Chapter	4
Pages	55-68
Number of pages	14
Volume	391
ISBN (Electronic)	9783030523060
ISBN (Print)	9783030523053
DOIs	https://doi.org/10.1007/978-3-030-52306-0_4
Publication status	Published - 2020
Event	10th International Symposium on Business Modeling and Software Design - Germany, Potsdam, Germany Duration: 6 Jul 2020 → 8 Jul 2020 Conference number: 10 http://www.is-bmsd.org/

Publication series

Series	Lecture Notes in Business Information Processing
Volume	391
ISSN	1865-1348

Conference

Conference	10th International Symposium on Business Modeling and Software Design
Abbreviated title	BMSD 2020
Country/Territory	Germany
City	Potsdam
Period	6/07/20 → 8/07/20
Internet address	http://www.is-bmsd.org/

Keywords

Conceptual model
Goal model
SLA modelling
SLA monitoring
Service Level Agreement (SLA)
Service Level Agreement (SLA) · SLA modelling · SLA monitoring · Service Level Objective (SLO) · Goal model · Conceptual model · Executable protocol model
Service Level Objective (SLO)
Executable protocol model

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10.1007/978-3-030-52306-0_4

A Reference Model for a Service Level AgreementFinal published version, 3.34 MBLicence: Taverne

Cite this

Hofman, C., & Roubtsova, E. E. (2020). A Reference Model for a Service Level Agreement: In domain of Information Sharing Services. In B. Shishkov (Ed.), Business Modeling and Software Design: 10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings (Vol. 391, pp. 55-68). Springer Nature Switzerland AG. https://doi.org/10.1007/978-3-030-52306-0_4

Hofman, C. (Cor) ; Roubtsova, E.E. / A Reference Model for a Service Level Agreement : In domain of Information Sharing Services. Business Modeling and Software Design: 10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings. editor / Boris Shishkov. Vol. 391 Cham : Springer Nature Switzerland AG, 2020. pp. 55-68 (Lecture Notes in Business Information Processing, Vol. 391).

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title = "A Reference Model for a Service Level Agreement: In domain of Information Sharing Services",

abstract = "Information sharing between government organizations is regulated by Service Level Agreements (SLA{\textquoteright}s). Design and implementation of an SLA demands involvement representatives of several organizations. They need to communicate with the same concepts and validate the requirements for the service and quality indicators. In order to support the design of an SLA and its monitoring, we propose related concept, goal and protocol reference models. The first conceptual model view is built using a literature review. The next model views include the details found by analysis of existing SLA{\textquoteright}s. The novelty of our models is that they compose an SLA from service level objectives (SLO{\textquoteright}s), explain the meaning of SLO{\textquoteright}s monitoring, support execution of an SLA and expose the monitoring logics.",

keywords = "Conceptual model, Goal model, SLA modelling, SLA monitoring, Service Level Agreement (SLA), Service Level Agreement (SLA) · SLA modelling · SLA monitoring · Service Level Objective (SLO) · Goal model · Conceptual model · Executable protocol model, Service Level Objective (SLO), Executable protocol model",

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year = "2020",

doi = "10.1007/978-3-030-52306-0_4",

language = "English",

isbn = "9783030523053",

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publisher = "Springer Nature Switzerland AG",

pages = "55--68",

editor = "Shishkov, {Boris }",

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address = "Switzerland",

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Hofman, C & Roubtsova, EE 2020, A Reference Model for a Service Level Agreement: In domain of Information Sharing Services. in B Shishkov (ed.), Business Modeling and Software Design: 10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings. vol. 391, Springer Nature Switzerland AG, Cham, Lecture Notes in Business Information Processing, vol. 391, pp. 55-68, 10th International Symposium on Business Modeling and Software Design
, Potsdam, Berlin, Germany, 6/07/20. https://doi.org/10.1007/978-3-030-52306-0_4

A Reference Model for a Service Level Agreement: In domain of Information Sharing Services. / Hofman, C. (Cor); Roubtsova, E.E.
Business Modeling and Software Design: 10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings. ed. / Boris Shishkov. Vol. 391 Cham: Springer Nature Switzerland AG, 2020. p. 55-68 (Lecture Notes in Business Information Processing, Vol. 391).

Research output: Chapter in Book/Report/Conference proceeding › Conference Article in proceeding › Academic › peer-review

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Hofman C, Roubtsova EE. A Reference Model for a Service Level Agreement: In domain of Information Sharing Services. In Shishkov B, editor, Business Modeling and Software Design: 10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings. Vol. 391. Cham: Springer Nature Switzerland AG. 2020. p. 55-68. (Lecture Notes in Business Information Processing, Vol. 391). Epub 2020 Jul 7. doi: 10.1007/978-3-030-52306-0_4

A Reference Model for a Service Level Agreement: In domain of Information Sharing Services

Abstract

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Keywords

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