Towards a Novel Framework for Handling Multi‐Level SLA in Cross‐Organizational Enterprise Collaboration
Ikbel Guidara, Nawal Guermouche, Tarak Chaari, Saïd Tazi · 2012
Service Level Agreement (SLA) is a contract between a service consumer and a service provider. It aims at specifying conditions of service delivery and guarantees to ensure required quality of service (QoS). This chapter focuses on the problem of SLA composition where consumer-to-provider and provider-to-provider relationships can hold in cross-organizational enterprise. It introduces an overview of the framework for SLA composition and gives an idea about the different steps of the approach. The implemented SLA hierarchy captures dependencies between three layers: business layer, software layer and infrastructure layer. With the proliferation of services, several possible SLA compositions can exist. The chapter particularly provides mechanisms to build composite SLA which matches the intended requirements. Controlled Vocabulary Terms business communication; computer communications software; information networks; quality of service