Knowledge representation concepts for automated SLA management

@article{Paschke2006KnowledgeRC,
  title={Knowledge representation concepts for automated SLA management},
  author={Adrian Paschke and Martin Bichler},
  journal={Decis. Support Syst.},
  year={2006},
  volume={46},
  pages={187-205}
}
Outsourcing of complex IT infrastructure to IT service providers has increased substantially during the past years. IT service providers must be able to fulfil their service-quality commitments based upon predefined Service Level Agreements (SLAs) with the service customer. They need to manage, execute and maintain thousands of SLAs for different customers and different types of services, which needs new levels of flexibility and automation not available with the current technology. The… CONTINUE READING

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