Towards Service Level Engineering for IT Services: Defining IT Services from a Line of Business Perspective

@article{Kieninger2011TowardsSL,
  title={Towards Service Level Engineering for IT Services: Defining IT Services from a Line of Business Perspective},
  author={Axel Kieninger and Dian Baltadzhiev and Bjorn Schmitz and Gerhard Satzger},
  journal={2011 Annual SRII Global Conference},
  year={2011},
  pages={759-766}
}
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 benefits incurred by both of these parties is not sufficiently considered when service quality is stipulated. Many Service Level Agreements are tailored to fine… CONTINUE READING