@inproceedings{0cc530314c7047e795b93ff5d0d2f918,
title = "Managing eBusiness on demand SLA contracts in business terms using the cross-SLA execution manager SAM",
abstract = "It is imperative for a competitive e-business service provider to be positioned to manage the execution of its service level agreement (SLA) contracts in business terms (e.g., minimizing financial penalties for service-level violations, maximizing service-level measurement based customer satisfaction metrics). This paper briefly describes the design rationale of an integrated set of business-oriented service level management (SLM) technologies under development in the SAM project at IBM TJ Watson Research Center. The e-business SLA execution manager SAM, (1) enables the provider to deploy an effective means of capturing and managing contractual SLA data as well as provider-facing non-contractual SLM data; (2) assists service personnel to prioritize the processing of action-demanding quality management alerts as per the provider's SLM objectives; and (3) automates the prioritization and execution management Of approved SLM processes on behalf of the provider, including assigning SLM tasks to service personnel.",
keywords = "Availability, Computer science, Contracts, Costs, Customer satisfaction, Financial management, Innovation management, Personnel, Quality management, Technology management",
author = "M. Buco and Rong Chang and L. Luan and C. Ward and J. Wolf and P. Yu and Tevfik Kosar and Shah, \{Syed Umair\}",
note = "Publisher Copyright: {\textcopyright} 2003 IEEE.; 6th International Symposium on Autonomous Decentralized Systems, ISADS 2003 ; Conference date: 09-04-2003 Through 11-04-2003",
year = "2003",
doi = "10.1109/ISADS.2003.1193944",
language = "English",
series = "Proceedings - ISADS 2003: 6th International Symposium on Autonomous Decentralized Systems",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "157--164",
booktitle = "Proceedings - ISADS 2003",
address = "United States",
}