Abstract
Service level agreement (SLA) is becoming an increasingly sought-after topic in recent years, as complex logistics and service chains span across geographical boundaries in the lights of globalization and new technological developments. This chapter introduces the reader to the state of the art lifecycle management of SLA for service enterprises, which covers stages of terms optimization, contract drafting and compliance tracking. In particular, the author identified deficiencies in the area of term optimization and outlines several R&D tracks that would lead to the development of industry-strength SLA optimization capabilities. An initial version of a SLA optimization toolset coded-named SLA-OASIS is reported, in the context of a telecom service, to illustrate such a concept. In addition, some out-of-box toolsets for drafting SLA contracts and tracking SLA compliance are also reviewed.
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