Devising an SLA-Aware Methodology to Improve Process Performance

Abstract

Aiming to be as competitive as possible, organisations are always pursuing to improve their business processes applying corrective actions when needed. However, the actual analysis and decision mak ing for those actions is typically a challenging task relying on extensive human-in-the-loop expertise. Specifically, this improvement process usu ally involves: (i) to analyse evidences to understand the current behav ior; (ii) to decide the actual objectives (usually defined in Service Level Agreements -SLAs- based on intuition) and (iii) to establish the im provement plan. In this ongoing work, we aim to propose a data-driven and intuition-free methodology to define an SLA as a governance ele ment that specifies the service level objectives in an explicit way. Such a methodology considers process performance indicators that are analysed by means of inference, optimization, and simulation techniques. In order to motivate and exemplify our work we address a Healthcare scenario.