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SLA Business Management Based on Key Performance Indicators

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Executive Summary

It is increasingly important that Service Level Agreements (SLAs) are taken into account when business processes are exposed as services in a Service Oriented Architecture. SLAs define expected service behavior and nonfunctional properties of the service. The fact that the service provider has to offer certain guarantees concerning SLA properties has an impact on the business process lifecycle. In this paper, the authors introduce a stepwise approach for management of SLA-aware service compositions based on process performance requirements specified as Key Performance Indicators. The approach is based on the process lifecycle known from Business Process Management and comprises a modeling, configuration and execution phase.

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