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Service-Level Agreements for Electronic Services
March/April 2010 (vol. 36 no. 2)
pp. 288-304
ASCII Text
x 
 
James Skene, Franco Raimondi, Wolfgang Emmerich, "Service-Level Agreements for Electronic Services," IEEE Transactions on Software Engineering, vol. 36, no. 2, pp. 288-304, March/April, 2010.
 
 
BibTex
x
 
@article{ 10.1109/TSE.2009.55,
author = {James Skene and Franco Raimondi and Wolfgang Emmerich},
title = {Service-Level Agreements for Electronic Services},
journal ={IEEE Transactions on Software Engineering},
volume = {36},
number = {2},
issn = {0098-5589},
year = {2010},
pages = {288-304},
doi = {http://doi.ieeecomputersociety.org/10.1109/TSE.2009.55},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
x 
 
TY - JOUR
JO - IEEE Transactions on Software Engineering
TI - Service-Level Agreements for Electronic Services
IS - 2
SN - 0098-5589
SP288
EP304
EPD - 288-304
A1 - James Skene,
A1 - Franco Raimondi,
A1 - Wolfgang Emmerich,
PY - 2010
KW - Service-level agreements
KW - electronic services
KW - contracts
KW - domain-specific languages
KW - model-driven engineering.
VL - 36
JA - IEEE Transactions on Software Engineering
ER -
 
James Skene, The University of Auckland, Auckland
Franco Raimondi, Middlesex University, London
Wolfgang Emmerich, University College London, London
The potential of communication networks and middleware to enable the composition of services across organizational boundaries remains incompletely realized. In this paper, we argue that this is in part due to outsourcing risks and describe the possible contribution of Service-Level Agreements (SLAs) to mitigating these risks. For SLAs to be effective, it should be difficult to disregard their original provisions in the event of a dispute between the parties. Properties of understandability, precision, and monitorability ensure that the original intent of an SLA can be recovered and compared to trustworthy accounts of service behavior to resolve disputes fairly and without ambiguity. We describe the design and evaluation of a domain-specific language for SLAs that tend to exhibit these properties and discuss the impact of monitorability requirements on service-provision practices.

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Index Terms:
Service-level agreements, electronic services, contracts, domain-specific languages, model-driven engineering.
Citation:
James Skene, Franco Raimondi, Wolfgang Emmerich, "Service-Level Agreements for Electronic Services," IEEE Transactions on Software Engineering, vol. 36, no. 2, pp. 288-304, March-April 2010, doi:10.1109/TSE.2009.55
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