State of the art in service level agreement implementation and standardization: A literature review

A Service Level Agreement (SLA) is an agreement between a service provider and a customer that specifies what the customer can expect from the provider. Our study aims to get an insight into the state of the art of implementation and standardization of SLA. To do so, we conduct a systematic literatu...

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Bibliographic Details
Main Authors: Awalurahman, Halim Wildan, Hariyanti, Eva, Cahyani, Asri Nur, Rahmi, Nazla Firqina, Muhammad, Daffa’ Halif, Ramadhan, Daffa Yagrariksa
Format: Conference Proceeding
Language:English
Subjects:
Customer services
Customers
Literature reviews
Standardization
Online Access:Get full text
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Summary:A Service Level Agreement (SLA) is an agreement between a service provider and a customer that specifies what the customer can expect from the provider. Our study aims to get an insight into the state of the art of implementation and standardization of SLA. To do so, we conduct a systematic literature review. The review will focus on one research question: what is the state of the art in implementing and standardizing SLA. We were able to retrieve 40 studies which suits our criteria in which 23 are discussing the implementation and 17 are discussing the standardization of SLA. We found that the implementation of SLA mainly focuses on increasing the satisfaction level of SLA and the better Quality of Services (QoS). For the standardization, our studies have found various approaches to standardizing the SLA, including creating new templates based on different frameworks or cases and the needs of SLA with machine-readable language. Our study can be a baseline for future research on the implementation and standardization of SLA.
ISSN:0094-243X
1551-7616
DOI:10.1063/5.0181073