An experiment in SLA decision-making

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 8193 LNCS, Issue , 2013, Pages 256-267

  Franke, Ulrik ^a   Buschle, Markus ^b   Österlind, Magnus ^b  

^a SWEDISH DEFENCE RESEARCH AGENCY   (Sweden)

^b ROYAL INSTITUTE OF TECHNOLOGY   (Sweden)

Author keywords

Availability; Decision making; Experiment; Service Level Agreements; SLA Management

Indexed keywords

EXPECTED UTILITY; EXPERIMENTAL ECONOMICS; IT MANAGEMENT; REAL SITUATION; RETAIL BUSINESS; SERVICE LEVEL AGREEMENT (SLAS); SERVICE LEVEL AGREEMENTS; SLA MANAGEMENT;

AVAILABILITY; DECISION MAKING;

EXPERIMENTS;

EID: 84886423931     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: 10.1007/978-3-319-02414-1_19     Document Type: Conference Paper

References (32)

1. Marston, S., Li, Z., Bandyopadhyay, S., Zhang, J., Ghalsasi, A.: Cloud computing - the business perspective. Decision Support Systems 51(1), 176-189 (2011)
2. IBM Global Services: Improving systems availability. Technical report, IBM Global Services (1998)
3. Bharadwaj, A., Keil, M., Mähring, M.: Effects of information technology failures on the market value of firms. The Journal of Strategic Information Systems 18(2), 66-79 (2009)
4. Baek, S.I., Lee, S.J., Lim, G.G.: Exploring impacts of IT service failure on rm's market value. In: Fourth International Conference on Networked Computing and Advanced Information Management, NCM 2008, vol. 2, pp. 450-454 (September 2008)
5. Harris, K.: Gartner CEO and Senior Business Executive Survey, 2010: Perceptions of IT and Tactical Fixes. Technical report, Gartner, Inc. (March 2010)
6. Salle, M., Bartolini, C.: Management by contract. In: IEEE/IFIP Network Operations and Management Symposium, NOMS 2004, vol. 1, pp. 787-800. IEEE (2004)
7. Sauvé, J., Marques, F., Moura, A., Sampaio, M., Jornada, J., Radziuk, E.: SLA design from a business perspective. In: Schönwälder, J., Serrat, J. (eds.) DSOM 2005. LNCS, vol. 3775, pp. 72-83. Springer, Heidelberg (2005)
8. Buco, M.J., Chang, R.N., Luan, L.Z., Ward, C., Wolf, J.L., Yu, P.S.: Utility computing SLA management based upon business objectives. IBM Systems Journal 43(1), 159-178 (2004)
9. Hasija, S., Pinker, E.J., Shumsky, R.A.: Call center outsourcing contracts under information asymmetry. Management Science 54(4), 793-807 (2008)
10. Williams, D.: The Challenges and Approaches of Establishing IT Infrastructure Monitoring SLAs in IT Operations. Technical report, Gartner, Inc. (September 2010)
11. Taylor, S., Lloyd, V., Rudd, C.: Service Design (ITIL). The Stationery Office, TSO (2007)
12. Camerer, C.: Bounded rationality in individual decision making. Experimental Economics 1(2), 163-183 (1998)
13. Goo, J., Kishore, R., Rao, H.R., Nam, K.: The role of service level agreements in relational management of information technology outsourcing: An empirical study. MIS Quarterly 33(1), 119-145 (2009)
14. Vetter, J., Benlian, A., Hess, T.: Overconfidence in IT investment decisions: why knowledge can be a boon and bane at the same time. In: Proc. Thirty Second International Conference on Information Systems, ICIS (2011)
15. Franke, U.: Optimal IT Service Availability: Shorter Outages, or Fewer? IEEE Transactions on Network and Service Management 9(1), 22-33 (2012)
16. Setzer, T., Bhattacharya, K., Ludwig, H.: Change scheduling based on business impact analysis of change-related risk. IEEE Transactions on Network and Service Management 7(1), 58-71 (2010)
17. Courcoubetis, C., Siris, V.: Managing and pricing service level agreements for differentiated services. In: 1999 Seventh InternationalWorkshop on Quality of Service, IWQoS 1999, pp. 165-173 (1999)
18. Trienekens, J.J., Bouman, J.J., van der Zwan, M.: Specification of service level agreements: Problems, principles and practices. Software Quality Journal 12, 43-57 (2004)
19. Kieninger, A., Schmitz, B., Straeten, D., Satzger, G.: Incorporating business impact into service offers-a procedure to select cost-optimal service contracts. In: AMCIS, Proceedings, Paper 19 (2012)
20. Demirkan, H., Goul, M., Soper, D.S.: Service level agreement negotiation: A theory-based exploratory study as a starting point for identifying negotiation support system requirements. In: Hawaii International Conference on System Sciences, vol. 1, p. 37b (2005)
21. Brandic, I., Music, D., Leitner, P., Dustdar, S.: VieSLAF framework: Enabling adaptive and versatile SLA-management. In: Altmann, J., Buyya, R., Rana, O.F. (eds.) GECON 2009. LNCS, vol. 5745, pp. 60-73. Springer, Heidelberg (2009)
22. Silaghi, G.C., Şerban, L.D., Litan, C.M.: A framework for building intelligent SLA negotiation strategies under time constraints. In: Altmann, J., Rana, O.F. (eds.) GECON 2010. LNCS, vol. 6296, pp. 48-61. Springer, Heidelberg (2010)
23. Figueroa, C., Figueroa, N., Jofre, A., Sahai, A., Chen, Y., Iyer, S.: A game theoretic framework for SLA negotiation. Technical report, HP Laboratories (2008)
24. Davenport, W., Middleton, M.: Expectation theories of decision making for duplex gambles. Acta Psychologica 37(3), 155-172 (1973)
25. Lindman, H., Lyons, J.: Stimulus complexity and choice inconsistency among gambles. Organizational Behavior and Human Performance 21(2), 146-159 (1978)
26. Høyland, A., Rausand, M.: System reliability theory: models and statistical methods. Wiley, New York (1994)
27. Patterson, D.: A simple way to estimate the cost of downtime. In: Proc. 16th Systems Administration Conf.- LISA, pp. 185-188 (2002)
28. Bergström, F., Arnberg, J.: När handlar vi? - Om konsumtionsmönster i den traditionella detaljhandeln. Technical report, Handelns Utredningsinstitut (March 2005) (in Swedish)
29. Marcus, E., Stern, H.: Blueprints for high availability, 2nd edn. John Wiley & Sons, Inc., Indianapolis (2003)
30. Malik, B., Scott, D.: How to Calculate the Cost of Continuously Available IT Services. Technical report, Gartner, Inc. (November 2010)
31. Franke, U., Johnson, P., König, J.: An architecture framework for enterprise IT service availability analysis. In: Software & Systems Modeling, pp. 1-29 (2013)
32. Köppel, A., Böning, D., Abeck, S.: How to support the negotiation of service level agreements (SLAs) for your client/server application. In: Proc. SCI 1999 and ISAS (1999)