CM3: Service level agreement

IEEE International Conference on Software Maintenance, ICSM

Volumn , Issue , 2004, Pages 432-436

  Kajko Mattsson, Mira ^a   Ahnlund, Cecilia ^a   Lundberg, Elisabeth ^a  

^a STOCKHOLM UNIVERSITY   (Sweden)

Author keywords

[No Author keywords available]

Indexed keywords

END USERS; SERVICE LEVEL AGREEMENTS (SLA); SOFTWARE SYSTEMS; TOTAL COST OWNERSHIP (TCO);

COMPUTER SOFTWARE; INFORMATION ANALYSIS; MAINTENANCE; MATHEMATICAL MODELS; PROBLEM SOLVING; SOCIETIES AND INSTITUTIONS;

CONTRACTS;

EID: 18044388914     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/ICSM.2004.1357830     Document Type: Conference Paper

References (5)

1. Bouman, J., Trienekens, J., van der Zwan, M. Specification of Service Level Agreements, Clarifying Concepts on the Basis of Practical Research. Paper presented at the conference of Software Technology and Engineering Practice.
2. Czegel B, Running an Effective Help Desk John Wiley & Sons, Inc. 1998.
3. Hiles, A. (1993) Service level agreements: measuring cost and quality in service relationships. Chapman & Hall. 1993.
4. Kajko-Mattsson, M., Corrective Maintenance at the Front-End Support Level, a book chapter in Managing Corporate Information Systems Evolution and Maintenance, Editor: Khaled Khan, Idea Group Publishing, 2004.
5. Radosevich, L., (1997). Service-level agreements gaining popularity, Infoworld, Sept 29, 1997, p. 57-62, http://www.infoworld.com.