Modeling the impact of service level agreements during service engagement

IEEE Transactions on Network and Service Management

Volumn 11, Issue 4, 2014, Pages 431-440

  Diao, Yixin ^a   Lam, Linh ^a,b   Shwartz, Larisa ^a   Northcutt, David ^c  

^a IBM T J WATSON RESEARCH CENTER   (United States)

^b Glowlink Communications Technology   (United States)

^c IBM   (United States)

Author keywords

IT service management; Queueing model; service delivery cost; service engagement; service level agreement

Indexed keywords

COSTS; FORECASTING; NETWORK ARCHITECTURE; OPTIMIZATION; OUTSOURCING; QUALITY OF SERVICE; QUEUEING THEORY;

IT SERVICE MANAGEMENT; QUEUEING MODEL; SERVICE DELIVERY; SERVICE ENGAGEMENT; SERVICE LEVEL AGREEMENTS;

COST BENEFIT ANALYSIS;

EID: 84919832209     PISSN: 19324537     EISSN: None     Source Type: Journal    
DOI: 10.1109/TNSM.2014.2378779     Document Type: Article

References (22)

1. J. Atlason, M. A. Epelman, and S. G. Henderson, "Optimizing call center staffing using simulation and analytic center cutting-plane methods," Manag. Sci., vol. 54, no. 2, pp. 295-309, Feb. 2008.
2. I. Gurvich andW.Whitt, "Service-level differentiation in many-server service systems via queue-ratio routing," Oper. Res., vol. 58, no. 2, pp. 316-328, 2010.
3. Y. Diao, A. Heching, D. Northcutt, and G. Stark, "Modeling a complex global service delivery system," in Proc. Winter Simul. Conf., Phoenix, AZ, USA, 2011, pp. 690-702.
4. Y. Diao and A. Heching, "Staffing optimization in complex service delivery systems," in Proc. 7th Int. Conf. Netw. Service Manag., 2011, pp. 1-9.
5. Y. Diao, L. Lam, L. Shwartz, and D. Northcutt, "SLA impact modeling for service engagement," in Proc. 9th Int. Conf. Netw. Service Manag., 2013, pp. 185-188.
6. Y. Diao, L. Lam, L. Shwartz, and D. Northcutt, "Predicting service delivery cost for non-standard service level agreements," in Proc. IEEE Netw. Oper. Manag. Symp., 2014, pp. 1-9.
7. I. Angus, "An introduction to Erlang B and Erlang C," Telemanagement, vol. 187, pp. 6-9, Jul./Aug. 2001.
8. D.Gross and C.M.Harris, Fundamentals of Queueing Theory. Hoboken, NJ, USA: Wiley, 1998.
9. L. Kleinrock, Queueing Systems. Volume 1: Theory. Hoboken, NJ, USA: Wiley, 1975.
10. M. J. Buco, D. Rosu, D. S. Meliksetian, F. Wu, and N. Anerousis, "Effort instrumentation and management in service delivery environments," in Proc. 8th Int. Conf. Netw. Service Manag., 2012, pp. 257-260.
11. C. Bartolini, C. Stefanelli, and M. Tortonesi, "SYMIAN: A simulation tool for the optimization of the IT incident management process," in Proc. Manag. Large-Scale Service Deployment, 2008, pp. 83-94.
12. A. Das, "Maximizing profit using SLA-aware provisioning," in Proc. IEEE Netw. Oper. Manag. Symp., 2012, pp. 393-400.
13. P. Leitner et al., "Runtime prediction of service level agreement violations for composite services," in Proc. Int. Conf. Service-Oriented Comput., 2009, pp. 176-186.
14. A. Gandhi, Y. Chen, D. Gmach, M. Arlitt, and M. Marwah, "Minimizing data center SLA violations and power consumption via hybrid resource provisioning," in Proc. Int. Green Comput. Conf.Workshops, 2011, pp. 1-8.
15. Y. Diao and A. Heching, "Closed loop performance management for service delivery systems," in Proc. IEEE Netw. Oper. Manag. Symp., 2012, pp. 61-69.
16. K. Fakhfakh, T. Chaari, S. Tazi, K. Drira, and M. Jmaiel, "A comprehensive ontology-based approach for SLA obligations monitoring," in Proc. 2nd Int. Conf. Adv. Eng. Comput. Appl. Sci., 2008, pp. 217-222.
17. Z. Feldman and A. Mandelbaum, "Using simulation based stochastic approximation to optimize staffing of systems with skills based routing," in Proc. Winter Simul. Conf., 2010, pp. 3307-3317.
18. M. Armony, I. Gurvich, and A. Mandelbaum, "Service level differentiation in call centers with fully flexible servers," Manag. Sci., vol. 54, no. 2, pp. 279-294, Feb. 2008.
19. L. C. Briand, K. E. Emam, D. Surmann, I.Wieczorek, and K. D.Maxwell, "An assessment and comparison of common software cost estimation modeling techniques," in Proc. Int. Conf. Softw. Eng., 1999, pp. 313-323.
20. A. Erkoyuncu, R. Roy, E. Shehab, and K. Cheruvu, "Understanding service uncertainties in industrial product-service system cost estimation," Int. J. Adv. Manuf. Technol., vol. 52, no. 9-12, pp. 1223-1238, Feb. 2011.
21. Y. Diao, A. Keller, S. Parekh, and V. V. Marinov, "Predicting labor cost through IT management complexity metrics," in Proc. 10th IFIP/IEEE Int. Symp. Integr. Manag., Munich, Germany, 2007, pp. 274-283.
22. F. J. Meng, Y. Huang, S. X. Yang, and H. Su, "A framework for extensible collaborative asset-based service engagement," in Proc. IEEE Int. Conf. e-Bus. Eng., 2007, pp. 477-484.