Indian Journal of Science and Technology
DOI: 10.17485/ijst/2016/v9i48/109302
Year: 2016, Volume: 9, Issue: 48, Pages: 1-6
Original Article
Rodziah Atan and Hitham Haider
Department of Software Engineering and Information Systems, Universiti Putra Malaysia, Serdang 43400, Selangor, Malaysia; [email protected], [email protected]
Service Level Agreement (SLA) enforcement’s impact measure is a potential research area to be explored. Assumptions that this study is making are, SLA management will become better by a firm enforcement, which monitors and encourage every customer to be responsible to launch report of bugs or mischief of services such as unsatisfactory service quality or service unavailability to a collection pool where the provider react immediately (based on agreed terms) to address the complaints, so that the total DownTime (DT) will not exceeds the agreed SLA value. This study establishes fundamental theory to measure the enforcement impact based on automatic SLA monitoring and management.
Keywords: Efficiency, Impact Measures, Service Level Agreement (Sla)
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