White Papers

SLA Design From a Business Perspective

Overview A method is proposed whereby optimal values for Service Level Objectives (SLOs) of an SLA can be chosen through a business perspective. Business considerations are brought into the model by including the business losses sustained when IT components fail or performance is degraded. This is done through an impact model, fully developed in the paper. A further conclusion is that infrastructure design and the resulting SLOs can be quite dependent on the "Importance" of the BPs being serviced: higher-revenue BPs deserve better infrastructure and the method presented shows exactly how much better the infrastructure should be.

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Publisher: Universidade Federal de Campina Grande
File Format: PDF
Date Published: Aug 4, 2006
Format: White Papers
Topics: Service Level Management, SLA, Infrastructure Management

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