Experimental Evidence on Decision-Making in Availability Service Level Agreements

IEEE Transactions on Network and Service Management

Volumn 13, Issue 1, 2016, Pages 58-70

  Franke, Ulrik ^a,b   Buschle, Markus ^a,c  

^a ROYAL INSTITUTE OF TECHNOLOGY   (Sweden)

^b SWEDISH INSTITUTE OF COMPUTER SCIENCE   (Sweden)

^c Zeb Consulting   (Sweden)

Author keywords

decision making; enterprise IT service availability; Service Level Agreeements

Indexed keywords

ARTIFICIAL INTELLIGENCE; AVAILABILITY; DECISION SUPPORT SYSTEMS; OUTSOURCING; PROFESSIONAL ASPECTS; RISK MANAGEMENT;

ENTERPRISE IT; EXPERIMENTAL ECONOMICS; INFORMATION TECHNOLOGY SERVICES; NONMONOTONIC BEHAVIORS; PROFESSIONAL EXPERIENCES; SERVICE LEVEL AGREEMENT (SLAS); SERVICE LEVEL AGREEMENTS; SERVICE LEVELS;

DECISION MAKING;

EID: 84963946775     PISSN: 19324537     EISSN: None     Source Type: Journal    
DOI: 10.1109/TNSM.2015.2510080     Document Type: Article

References (58)

1. S. Marston, Z. Li, S. Bandyopadhyay, J. Zhang, A. Ghalsasi, "Cloud computing-The business perspective," Decision Support Syst., vol. 51, no. 1, pp. 176-189, 2011.
2. S. Karunakaran, V. Krishnaswamy, R. Sundarraj, "Decisions, models and opportunities in cloud computing economics: A review of research on pricing and markets," in Service Research and Innovation. New York, NY, USA: Springer, 2014, pp. 85-99.
3. G. Spafford, I. Head, J. M. Brooks, "Use this 10-step approach to service-level management to deliver business value," Gartner, Inc., Stamford, CT, USA, Tech. Rep. G00253241, Aug. 2013.
4. M. Sallé and C. Bartolini, "Management by contract," in Proc. IEEE/IFIP Netw. Oper. Manage. Symp. (NOMS'04), 2004, vol. 1, pp. 787-800.
5. D. Williams, "The challenges and approaches of establishing IT infrastructure monitoring SLAs in IT operations," Gartner, Inc., Stamford, CT, USA, Tech. Rep. G00205913, Sep. 2010.
6. S. Taylor, V. Lloyd, C. Rudd, Service Design (ITIL). London, U.K.: The Stationery Office, TSO, 2007.
7. IBM Global Services, "Improving systems availability," IBM Global Services, Atlanta, GA, USA, Tech. Rep., 1998.
8. B. Jackson, "Business continuity planning: Evolution in response to major news events," in Encyclopedia of Information Assurance. New York, NY, USA: Taylor & Francis, 2011, ch. 46, pp. 377-383.
9. S. Taylor, D. Cannon, D. Wheeldon, Service Operation (ITIL). London, U.K., The Stationery Office, TSO, 2007.
10. D. Smith and D. Scott, "Increase availability through best-in-class benchmarking and by targeting causes of downtime," Gartner, Inc., Stamford, CT, USA, Tech. Rep. G00268541, Sep. 2014.
11. F. Marques, J. Sauvé, J. Moura, "SLA design and service provisioning for outsourced services," J. Netw. Syst. Manage., vol. 17, no. 1, pp. 73-90, 2009.
12. A. González and B. Helvik, "Guaranteeing service availability in SLAs; A study of the risk associated with contract period and failure process," in Proc. IEEE Latin-Amer. Conf. Commun. (LATINCOM'09), 2009, pp. 1-6.
13. U. Franke, M. Buschle, M. Österlind, "An experiment in SLA decision-making," in Economics of Grids, Clouds, Systems, Services. New York, NY, USA: Springer, 2013, pp. 256-267.
14. G. Held, "Service level agreements," in Encyclopedia of Information Assurance. New York, NY, USA: Taylor & Francis, 2011, ch. 329, pp. 2705-2708.
15. The Open Group. (2000). TOGAF Glossary [Online]. Available: http://www.opengroup.org/public/arch/p4/glossary/glossary.htm, accessed on Aug. 10, 2015.
16. Gartner Inc. (2012). IT Definitions and Glossary [Online]. Available: http://www.gartner.com/technology/it-glossary/, accessed on Feb. 27, 2012.
17. P. Johnson, "Enterprise software system integration: An architectural perspective," Ph.D. dissertation, Industrial Information and Control Systems, Royal Inst. Technol. (KTH), Stockholm, Sweden, Apr. 2002.
18. M. Fowler, Patterns of Enterprise Application Architecture. Reading, MA, USA: Addison-Wesley, 2003.
19. W. Morris, Ed., American Heritage Dictionary of the English Language, New College ed. Boston, MA, USA: Houghton Mifflin, 1976.
20. H. Demirkan and J. C. Spohrer, "Servitized enterprises for distributed collaborative commerce," in Technological Applications and Advancements in Service Science, Management, Engineering. Los Alamitos, CA, USA: IEEE Computer Society, 2012, p. 70.
21. G. C. Silaghi, L. D. Serban, C. M. Litan, "A framework for building intelligent SLA negotiation strategies under time constraints," in Economics of Grids, Clouds, Systems, Services. New York, NY, USA: Springer, 2010, pp. 48-61.
22. E. Yaqub, R. Yahyapour, P. Wieder, C. Kotsokalis, K. Lu, A. I. Jehangiri, "Optimal negotiation of service level agreements for cloud-based services through autonomous agents," in Proc. IEEE Int. Conf. Serv. Comput. (SCC), 2014, pp. 59-66.
23. B. Tang and M. Tang, "Bayesian model-based prediction of service level agreement violations for cloud services," in Proc. IEEE Theor. Aspects Softw. Eng. Conf. (TASE), 2014, pp. 170-176.
24. Y. Diao, L. Lam, L. Shwartz, D. Northcutt, "Modeling the impact of service level agreements during service engagement," IEEE Trans. Netw. Serv. Manage., vol. 11, no. 4, pp. 431-440, Dec. 2014.
25. I. Aib and R. Boutaba, "On leveraging policy-based management for maximizing business profit," IEEE Trans. Netw. Serv. Manage., vol. 4, no. 3, pp. 25-39, Dec. 2007.
26. T. Setzer, K. Bhattacharya, H. Ludwig, "Change scheduling based on business impact analysis of change-related risk," IEEE Trans. Netw. Serv. Manage., vol. 7, no. 1, pp. 58-71, Mar. 2010.
27. A. Snow, G. Weckman, V. Gupta, "Meeting SLA availability guarantees through engineering margin," in Proc. 9th Int. Conf. Netw. (ICN), Apr. 2010, pp. 331-336.
28. A. Snow and G. Weckman, "What are the chances an availability SLA will be violated?" in Proc. 6th Int. Conf. Netw. (ICN'07), 2007, p. 35.
29. U. Franke, H. Holm, J. König, "The distribution of time to recovery of enterprise IT services," IEEE Trans. Reliab., vol. 63, no. 4, pp. 858-867, Dec. 2014.
30. C. Figueroa, N. Figueroa, A. Jofre, A. Sahai, Y. Chen, S. Iyer, "A game theoretic framework for SLA negotiation," HP Lab., Palo Alto, CA, USA, Tech. Rep. HPL-2008-5, 2008.
31. H. Demirkan,M. Goul, D. S. Soper, "Service level agreement negotiation: A theory-based exploratory study as a starting point for identifying negotiation support system requirements," in Proc. Hawaii Int. Conf. Syst. Sci., 2005, vol. 1, p. 37b.
32. V. K. Rai and S. Mehta, "Performance assessment of outsourced service engagements: Leveraging economic theories based critical success factors," in Proc. 8th Annu. IEEE Syst. Conf. (SysCon), 2014, pp. 277-284.
33. Y. Fu, K. K. Lai, L. Liang, "A robust optimisation approach to the problem of supplier selection and allocation in outsourcing," Int. J. Syst. Sci., vol. 47, no. 4, pp. 913-918, 2016, doi: 10.1080/00207721.2014.907970.
34. M. Hedwig, S. Malkowski, D. Neumann, "Risk-aware service level agreement design for enterprise information systems," in Proc. 45th Hawaii Int. Conf. Syst. Sci. (HICSS), 2012, pp. 4552-4561.
35. A. Kieninger, D. Baltadzhiev, B. Schmitz, G. Satzger, "Towards service level engineering for it services: Defining it services from a line of business perspective," in Proc. Annu. SRII Global Conf. (SRII), 2011, pp. 759-766.
36. J. J. Trienekens, J. J. Bouman, M.van der Zwan, "Specification of service level agreements: Problems, principles and practices," Softw. Qual. J., vol. 12, pp. 43-57, 2004, doi: 10.1023/B:SQJO.0000013358.61395.96.
37. E. Katok, D. Thomas, A. Davis, "Inventory service-level agreements as coordination mechanisms: The effect of review periods," Manuf. Serv. Oper. Manage., vol. 10, no. 4, pp. 609-624, 2008.
38. S. Huck and G. Weizsäcker, "Risk, complexity, deviations from expected-value maximization: Results of a lottery choice experiment," J. Econ. Psychol., vol. 20, no. 6, pp. 699-715, 1999.
39. W. Davenport and M. Middleton, "Expectation theories of decision making for duplex gambles," Acta Psychol., vol. 37, no. 3, pp. 155-172, 1973.
40. D. Kahneman and A. Tversky, "Prospect theory: An analysis of decision under risk," Econometrica, vol. 47, no. 2, pp. 263-291, Mar. 1979.
41. C. Starmer, "Developments in non-expected utility theory: The hunt for a descriptive theory of choice under risk," J. Econ. Lit., vol. 38, no. 2, pp. 332-382, Jun. 2000.
42. J. A. List and C. F. Mason, "Are CEOs expected utility maximizers?" J. Econom., vol. 162, no. 1, pp. 114-123, 2011.
43. H. J. Holm, S. Opper, V. Nee, "Entrepreneurs under uncertainty: An economic experiment in China," Manage. Sci., vol. 59, no. 7, pp. 1671-1687, 2013.
44. S. Andersen, A. Di Girolamo, G. W. Harrison, M. I. Lau, "Risk and time preferences of entrepreneurs: Evidence from a Danish field experiment," Theory Decision, vol. 77, no. 3, pp. 341-357, 2014.
45. M. Lefebvre and F. M. Vieider, "Risk taking of executives under different incentive contracts: Experimental evidence," J. Econ. Behav. Organ., vol. 97, pp. 27-36, 2014.
46. U. Franke, "Optimal IT service availability: Shorter outages, or fewer?" IEEE Trans. Netw. Serv. Manage., vol. 9, no. 1, pp. 22-33, Mar. 2012.
47. A. Høyland and M. Rausand, System Reliability Theory: Models and Statistical Methods. Hoboken, NJ, USA: Wiley, 1994.
48. D. Patterson, "A simple way to estimate the cost of downtime," in Proc. 16th Syst. Admin. Conf. (LISA), 2002, pp. 185-188.
49. F. Bergström and J. Arnberg, "När handlar vi?-Om konsumtionsmönster i den traditionella detaljhandeln," Handelns Utredningsinstitut, Stockholm, Sweden, Tech. Rep., Mar. 2005, (in Swedish).
50. E. Marcus and H. Stern, Blueprints for High Availability, 2nd ed. Hoboken, NJ, USA: Wiley, 2003.
51. B. Malik and D. Scott, "How to calculate the cost of continuously available IT services," Gartner, Inc., Stamford, CT, USA, Tech. Rep. G00209007, Nov. 2010.
52. C. Tran and Z. Dziong, "Service overlay network capacity adaptation for profit maximization," IEEE Trans. Netw. Serv. Manage., vol. 7, no. 2, pp. 72-82, Jun. 2010.
53. Z. Liu, M. S. Squillante, J. L. Wolf, "On maximizing service-levelagreement profits," in Proc. 3rd ACM Conf. Electron. Commerce, 2001, pp. 213-223.
54. L. Zhang and D. Ardagna, "SLA based profit optimization in autonomic computing systems," in Proc. 2nd Int. Conf. Serv. Oriented Comput., 2004, pp. 173-182.
55. M. B. Brewer, "Research design and issues of validity," in Handbook of Research Methods in Social and Personality Psychology. Cambridge, U.K.: Cambridge University Press2000, pp. 3-16.
56. U. Franke, P. Johnson, J. König, "An architecture framework for enterprise IT service availability analysis," Softw. Syst. Model., vol. 13, pp. 1417-1445, 2014.
57. P. Johnson, J. Ullberg, M. Buschle, U. Franke, K. Shahzad, "An architecture modeling framework for probabilistic prediction," Inf. Syst. e-Bus. Manage., vol. 12, pp. 595-622, 2014.
58. A. Kieninger, J. Westernhagen, G. Satzger, "The economics of service level engineering," in Proc. 44th Hawaii Int. Conf. Syst. Sci. (HICSS), 2011, pp. 1-10.