Requirements for service level agreement management
Emmanuel Marilly, Olivier Martinot, Stéphane Betge-Brezetz, G. Delegue · 2003
The aim of the paper is to introduce and present the main drivers and basic concepts for SLA management. We discuss the business requirements according to two viewpoints: the customer's and the service provider's. We go into more detail on the technical requirements for both the SLA contract itself and the SLA management system. Finally, we give an overview of SLA management open issues in the industrial and research community.