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Modelling Service Level Agreements for Business Process Outsourcing Services

机译:业务流程外包服务的服务水平协议建模

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摘要

Many proposals to model service level agreements (SLAs) have been elaborated in order to automate different stages of the service lifecycle such as monitoring, implementation or deployment. All of them have been designed for computational services and are not well–suited for other types of services such as business process outsourcing (BPO) services. However, BPO services suported by process–aware information systems could also benefit from modelling SLAs in tasks such as performance monitoring, human resource assignment or process configuration. In this paper, we identify the requirements for modelling such SLAs and detail how they can be faced by combining techniques used to model computational SLAs, business processes, and process performance indicators. Furthermore, our approach has been validated through the modelling of several real BPO SLAs
机译:为了使服务生命周期的不同阶段(例如监视,实施或部署)自动化,已经制定了许多服务水平协议(SLA)模型的建议。它们都是针对计算服务而设计的,不适用于其他类型的服务,例如业务流程外包(BPO)服务。但是,由流程感知信息系统支持的BPO服务也可以从在性能监控,人力资源分配或流程配置等任务中为SLA建模而受益。在本文中,我们确定了对此类SLA建模的要求,并详细介绍了如何通过组合用于对计算SLA,业务流程和流程绩效指标进行建模的技术来应对这些SLA。此外,我们的方法已通过对多个实际BPO SLA的建模进行了验证

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