On-line control of service level agreements

被引：0

作者：

Penna, MC ^{[1
]}

Wandresen, RR ^{[1
]}

机构：

[1] Pontifical Catholic Univ Parana, PPGIA, BR-80215901 Curitiba, Parana, Brazil

来源：

NETWORK CONTROL AND ENGINEERING FOR QOS, SECURITY AND MOBILITY, III | 2005年 / 165卷

关键词：

service quality management; service level agreement;

D O I：

暂无

中图分类号：

TN [电子技术、通信技术];

学科分类号：

0809 ;

摘要：

Service Level Agreement (SLA) is used as the corner stone for building service quality management (SQM) systems. SLA and the processes associated with them, establish a two-way accountability for service, which is negotiated and mutually agreed upon, by customer and service provider. It defines a set of service level indicators and their corresponding Service Level Objectives (SLO), which defines a threshold for the indicator value. Service quality assessment can be accomplished in two modes, on-line and offline. Off-line service level evaluation is performed only at the end of the period of service delivery, whereas on-line service evaluation supports continuous supervision of service quality. This paper presents a method for on-line control of SLA that evaluates indicator value each time an event that changes its value occurs. The method also computes the deadline to reach the corresponding SLO, what is important for pro-active control.

引用

页码：15 / 26

页数：12