• Corpus ID: 1494251

Service Level Management - Challenges and their Relevance from the Customers' Point of View

  title={Service Level Management - Challenges and their Relevance from the Customers' Point of View},
  author={Philipp Unterharnscheidt and A. Kieninger},
IT services supporting business operations are an increasingly critical factor for business success today. The management of service quality levels, however, remains a major challenge for many companies. Especially in conjunction with IT outsourcing relationships there are many issues which require advanced methods and concepts – but there are no current studies that provide a structured overview on these and discuss their importance. Therefore, in this research in progress paper we present the… 
Towards Service Level Engineering for IT Services: Defining IT Services from a Line of Business Perspective
Today, the management of service quality is posing a major challenge for many service systems formed by providers and their business customers. We argue that the trade-off between service costs and
Transition and Delivery Challenges of Retained Organizations in IT Outsourcing
The findings reveal that particularly the early involvement of the own business units and the development of sufficient awareness of upcoming changes are key success factors for the implementation of retained organizations and their daily business.
Retained Organizations in IT Outsourcing
The objective of the paper is to enhance the design of retained organizations to enable more mature and successful outsourcing solutions as well as to provide foundations for future IS research.
Organizational Models for the Multi-sourcing Service Integration and Management Function
This paper presents five organizational models to establish a service integration and management function in multi-sourcing and reveals that service Integration and management is differentiated into strategic and operational activities.
A Capability Framework for IT Service Integration and Management in Multi-Sourcing
A framework of IT capabilities is developed, which enable successful service integration and management by addressing the key challenges of multi-sourcing, and lays the groundwork for future research in this important field.
The Economics of Service Level Engineering
This work argues that the trade-off between service cost and benefit incurred by both parties is not sufficiently considered when service quality is stipulated, and lays the foundation for the field of Service Level Engineering discussing its constitutional concepts and elements.
Towards a Framework of Influence Factors for Value Co-creation in Service Systems
This work provides a first version of a framework of influence factors for value co-creation in service systems, which may serve providers as a guideline for identifying different types of customer contribution.
Exploring Services Science
Starting from the comparative analysis of some relevant generic service models reported in the literature, the paper raises some specific questions regarding the research effort in this area and deduces a generic model of a service process lifecycle, including part of the ISPAR states.
Business Cost Budgets: A Methodology to Incorporate Business Impact into Service Level Agreements
This work addresses an IT service customer's challenge of selecting the cost-optimal service level agreement among different options offered by an external provider and suggests that both parties jointly define “business cost budgets†as an additional kind of service indicator describing service quality’s adverse business impact instead of only service quality.
Topics and Applied Theories in IT Service Management
Which areas and topics are explored and which are under explored, respectively, have not yet been the focus of research, and an insight into the applied theories in IT Service Management is given.


Service level agreements: An essential aspect of outsourcing
This paper notes and explains the increasing use of service level agreements (SLAs), stresses their importance to insourcing and outsourcing relationships, proposes a taxonomy of service attributes,
Specification of service level agreements, clarifying concepts on the basis of practical research
Over the last ten years the primary business processes of many organisations have become strongly dependent on IT systems. As a consequence the integration of IT systems into organisations, and in
Specification of Service Level Agreements: Problems, Principles and Practices
The specification of SLAs is addressed on the basis of three well-founded service management principles, respectively: 'continuity in service management,’ the pit/shell principle of a service, and the principle of specifying the quality of both a service process and a service object.
SLA Design from a Business Perspective
A method is proposed whereby values for Service Level Objectives of an SLA can be chosen to reduce the sum IT infrastructure cost plus business financial loss, and it is concluded that higher-revenue BPs deserve better infrastructure and the method presented shows exactly how much better the infrastructure should be.
Optimal Choice of Service Level Objectives from a Business Perspective
This paper presents a formal method to optimally choose Service Level Objectives (SLOs) in a Service Level Agreement (SLA) from a business perspective by pondering the cost of the IT infrastructure
Defining effective service level agreements for network operation and maintenance
  • K. Hartley
  • Business, Computer Science
    Bell Labs Technical Journal
  • 2005
The importance of defining attainable, affordable, and measurable SLAs that focus resources on the customer's primary business is described.
Foundations of Service Level Management
Introduction. I: THEORY AND PRINCIPLES. 1. The Challenge. Mission Impossible. Divergent Views. Technical Challenge. What Is SLM? Pros and Cons. Other Service Providers. The Importance of SLM. Why
Service level management definition, architecture, and research challenges
  • L. Lewis, P. Ray
  • Computer Science
    Seamless Interconnection for Universal Services. Global Telecommunications Conference. GLOBECOM'99. (Cat. No.99CH37042)
  • 1999
This paper provides a framework that may serve as a baseline against which one can situate and evaluate SLA proposals and provides definitions which lead to the broader concept of service level management (SLM), a general SLM methodology, research challenges in SLM, and an SLM architecture.
Governing information technology through COBIT
The CobiT Framework is explained and specific attention is given to theCobiT management guidelines.
Grundlagen und Entwicklungstrends im IT-Servicemanagement
IT-Verantwortliche in Unternehmen sehen sich wachsenden Anspruchen gegenuber. Ihre Aufgabe wird immer weniger in der Entwicklung und dem Betrieb von Informationstechnik (IT) gesehen, sondern in der