Specification of Service Level Agreements: Problems, Principles and Practices

@article{Trienekens2004SpecificationOS,
  title={Specification of Service Level Agreements: Problems, Principles and Practices},
  author={Jos J. M. Trienekens and Jacques J. Bouman and Mark van der Zwan},
  journal={Software Quality Journal},
  year={2004},
  volume={12},
  pages={43-57}
}
Software intensive systems (SIS) increasingly influence the ability of enterprises to be competitive in continuously changing market situations. The integration of these systems into organizations, and in particular the subsequent exploitation, maintenance and service activities, have become of utmost importance. Unfortunately the area of exploitation and operation, also known as service management, is still rather immature. Service management covers services such as performance and… CONTINUE READING
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