Aligning Service Level Agreements with Service-Oriented Enterprise Architecture

@article{Nguyen2017AligningSL,
  title={Aligning Service Level Agreements with Service-Oriented Enterprise Architecture},
  author={Trung-Viet Nguyen and Lam-Son L{\^e} and Khuong Nguyen-An and Thai-Minh Truong},
  journal={2017 IEEE 21st International Enterprise Distributed Object Computing Workshop (EDOCW)},
  year={2017},
  pages={8-14}
}
High-level enterprise services are considered as wrappers of business processes and ICT capabilities in enterprise architecture. Enterprise services have distinctive features that are not typically observed in Web services, e.g. signicant portions of the functionality of these services might be executed in a human-mediated fashion. As such, a service level agreement should be described as a mixture of human-mediated functionality (e.g., service penalty) and computer-interpretable factors (e.g… CONTINUE READING

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