dc.creator | Engel, Robert | es |
dc.creator | Fernández Montes, Pablo | es |
dc.creator | Ruiz Cortés, Antonio | es |
dc.creator | Megahed, Aly | es |
dc.creator | Ojeda Pérez, Juan | es |
dc.date.accessioned | 2022-04-25T08:50:22Z | |
dc.date.available | 2022-04-25T08:50:22Z | |
dc.date.issued | 2022 | |
dc.identifier.citation | Engel, R., Fernández Montes, P., Ruiz Cortés, A., Megahed, A. y Ojeda Pérez, J. (2022). SLA-aware operational efficiency in AI-enabled service chains: challenges ahead. Information Systems and E-Business Management, 20 (1), 199-221. | |
dc.identifier.issn | 1617-9846 | es |
dc.identifier.uri | https://hdl.handle.net/11441/132523 | |
dc.description.abstract | Service providers compose services in service chains that require deep integra tion of core operational information systems across organizations.
Additionally, advanced analytics inform data-driven decision-making in
corresponding AI-ena-bled business processes in today’s complex
environments. However, individual partner engagements with service
consumers and providers often entail individu-ally negotiated, highly customized
Service Level Agreements (SLAs) comprising engagement-specific metrics that
semantically differ from general KPIs utilized on a broader operational (i.e.,
cross-client) level. Furthermore, the number of unique SLAs to be managed
increases with the size of such service chains. The resulting complexity pushes
large organizations to employ dedicated SLA management sys-tems, but such
‘siloed’ approaches make it difficult to leverage insights from SLA evaluations
and predictions for decision-making in core business processes, and vice versa.
Consequently, simultaneous optimization for both global operational process
efficiency and engagement-specific SLA compliance is hampered. To address
these shortcomings, we propose our vision of supplying online, AI-supported SLA
analyt-ics to data-driven, intelligent core workflows of the enterprise and discuss
current research challenges arising from this vision. Exemplified by two scenarios
derived from real use cases in industry and public administration, we demonstrate
the need for improved semantic alignment of heavily customized SLAs with
AI-enabled operational systems. Moreover, we discuss specific challenges of
prescriptive SLA analytics under multi-engagement SLA awareness and how the
dual role of AI in such scenarios demands bidirectional data exchange between
operational processes and SLA management. Finally, we discuss the implications
of federating AI-sup-ported SLA analytics across organizations. | es |
dc.format | application/pdf | es |
dc.format.extent | 23 | es |
dc.language.iso | eng | es |
dc.language.iso | cat | es |
dc.publisher | Springer | es |
dc.relation.ispartof | Information Systems and E-Business Management, 20 (1), 199-221. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Service level agreements | es |
dc.subject | SLA | es |
dc.subject | Service analytics | es |
dc.subject | AIOps | es |
dc.subject | AI | es |
dc.subject | Machine Learning | es |
dc.subject | Service chain | es |
dc.subject | Optimization | es |
dc.subject | Prescriptive analytics | es |
dc.subject | Operations research | es |
dc.subject | Analytics | es |
dc.subject | KPI | es |
dc.subject | Key performance indicators | es |
dc.title | SLA-aware operational efficiency in AI-enabled service chains: challenges ahead | es |
dc.type | info:eu-repo/semantics/article | es |
dc.type.version | info:eu-repo/semantics/submittedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Lenguajes y Sistemas Informáticos | es |
dc.relation.publisherversion | https://link.springer.com/article/10.1007/s10257-022-00551-w | es |
dc.identifier.doi | 10.1007/s10257-022-00551-w | es |
dc.contributor.group | Universidad de Sevilla. TIC205: Ingeniería del Software Aplicada | es |
dc.journaltitle | Information Systems and E-Business Management | es |
dc.publication.volumen | 20 | es |
dc.publication.issue | 1 | es |
dc.publication.initialPage | 199 | es |
dc.publication.endPage | 221 | es |