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

C. (Cor) Hofman*, E.E. Roubtsova

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference Article in proceedingAcademicpeer-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 languageEnglish
Title of host publicationBusiness Modeling and Software Design
Subtitle of host publication10th International Symposium, BMSD 2020, Berlin, Germany, July 6-8, 2020, Proceedings
EditorsBoris Shishkov
Place of PublicationCham
PublisherSpringer Nature Switzerland AG
Chapter4
Pages55-68
Number of pages14
Volume391
ISBN (Electronic)9783030523060
ISBN (Print)9783030523053
DOIs
Publication statusPublished - 2020
Event10th International Symposium on Business Modeling and Software Design
- Germany, Potsdam, Germany
Duration: 6 Jul 20208 Jul 2020
Conference number: 10
http://www.is-bmsd.org/

Publication series

SeriesLecture Notes in Business Information Processing
Volume391
ISSN1865-1348

Conference

Conference10th International Symposium on Business Modeling and Software Design
Abbreviated titleBMSD 2020
Country/TerritoryGermany
CityPotsdam
Period6/07/208/07/20
Internet address

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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