Service Level Management for Service Value Networks

Schulz, Frank, Michalk, Wibke, Hedwig, Markus, McCallister, Marcus, Momm, Christof, Caton, Simon, Haas, Christian, Rolli, Daniel and Tavas, Monika (2012) Service Level Management for Service Value Networks. In: IEEE 36th Annual Computer Software and Applications Conference Workshops (COMPSACW), 2012. IEEE, pp. 51-56. ISBN 9780769547589

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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.

Item Type:	Book Section
Subjects:	Q Science > QA Mathematics > Electronic computers. Computer science T Technology > T Technology (General) > Information Technology > Electronic computers. Computer science T Technology > T Technology (General) > Information Technology > Cloud computing
Divisions:	School of Computing > Staff Research and Publications
Depositing User:	Caoimhe Ní Mhaicín
Date Deposited:	28 Apr 2016 10:53
Last Modified:	28 Apr 2016 10:53
URI:	https://norma.ncirl.ie/id/eprint/2175

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