Specification of service level agreements, clarifying concepts on the basis of practical research

Proceedings - Software Technology and Engineering Practice, STEP 1999

Volumn , Issue , 1999, Pages 169-178

  Bouman, Jacques ^a   Trienekens, Jos ^a   Van Der Zwan, Mark ^b  

^a EINDHOVEN UNIVERSITY OF TECHNOLOGY   (Netherlands)

^b Improve Quality Services   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

QUALITY OF SERVICE; SOFTWARE ENGINEERING; SPECIFICATIONS;

CUSTOMER'S EXPECTATION; DEFINITION OF SERVICE; DESIGN AND IMPLEMENTATIONS; EMPIRICAL RESEARCH; FINANCIAL CONTRACTS; SERVICE LEVEL AGREEMENTS; SERVICE MANAGEMENT; TECHNICAL OPERATIONS;

NETWORK ARCHITECTURE;

EID: 35248877932     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/STEP.1999.798790     Document Type: Conference Paper

References (12)

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5. James Metzler (1997), It's your turn to offer SLAs, CommunicationsWeek, July 22 1997, pp. 57
6. David Passmore (1996) Setting performance expectations, Business Communications Review Vol 26, Iss 12, pp. 20-22
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