Modelling SLAs Check Points along Multiple Service Chains
Antonella Longo, Mario A. Bochicchio · 2012
IT Service Management deals with the management of service quality, defines SLAs within contracts between providers and clients, and how to manage them from a process perspective. If these definitions are applied to complex scenarios with multiple services, often combined to offer a final one, new issues and aspects are put on the light. The paper introduces the concept of checkpoints to measure and control multiple contracts dependencies in SLAs based on real world scenarios. The approach is verified by a case study.