SLA impact modeling for service engagement

During the customer engagement phase it is critical for the service providers to estimate the impact of service level constraints on service personnel needs. However, it is often difficult due to the implication from customer workload. In this paper we propose an SLA impact evaluation methodology th...

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Bibliographic Details
Main Authors: Yixin Diao, Lam, Linh, Shwartz, Larisa, Northcutt, David
Format: Conference Proceeding
Language:English
Subjects:
Analytical models
Availability
Contracts
Data models
Monitoring
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Description
Summary:During the customer engagement phase it is critical for the service providers to estimate the impact of service level constraints on service personnel needs. However, it is often difficult due to the implication from customer workload. In this paper we propose an SLA impact evaluation methodology that uses queueing models to quantitatively evaluate the impact of SLAs to the engagement cost model.
ISSN:2165-9605
DOI:10.1109/CNSM.2013.6727834