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Modelling Service Level Agreements for Business Process Outsourcing Services

Opened Access Modelling Service Level Agreements for Business Process Outsourcing Services
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Autor: Río Ortega, Adela del
Gutiérrez, Antonio Manuel
Durán Toro, Amador
Resinas Arias de Reyna, Manuel
Ruiz Cortés, Antonio
Departamento: Universidad de Sevilla. Departamento de Lenguajes y Sistemas Informáticos
Fecha: 2015
Publicado en: International Conference on Advanced Information Systems Engineering, CAISE 2015, Stockcolm, Sweden
Tipo de documento: Ponencia
Resumen: Many proposals to model service level agreements (SLAs) have been elaborated in order to automate different stages of the service lifecycle such as monitoring, implementation or deployment. All of them have been designed for computational services and are not well–suited for other types of services such as business process outsourcing (BPO) services. However, BPO services suported by process–aware information systems could also benefit from modelling SLAs in tasks such as performance monitoring, human resource assignment or process configuration. In this paper, we identify the requirements for modelling such SLAs and detail how they can be faced by combining techniques used to model computational SLAs, business processes, and process performance indicators. Furthermore, our approach has been validated through the modelling of several real BPO SLAs
Cita: Río Ortega, A.d., Gutiérrez, A.M., Durán Toro, A., Resinas Arias de Reyna, M. y Ruiz Cortés, A. (2015). Modelling Service Level Agreements for Business Process Outsourcing Services.
Tamaño: 262.6Kb
Formato: PDF

URI: http://hdl.handle.net/11441/26376

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