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20th IEEE International Conference on Software Maintenance (ICSM'04)
CM³: Service Level Agreement
Chicago, Illinois
September 11-September 14
ISBN: 0-7695-2213-0
ASCII Text
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Mira Kajko-Mattsson, Cecilia Ahnlund, Elisabeth Lundberg, "CM³: Service Level Agreement," Software Maintenance, IEEE International Conference on, pp. 432-436, 20th IEEE International Conference on Software Maintenance (ICSM'04), 2004.
 
 
BibTex
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@article{ 10.1109/ICSM.2004.1357830,
author = {Mira Kajko-Mattsson and Cecilia Ahnlund and Elisabeth Lundberg},
title = {CM³: Service Level Agreement},
journal ={Software Maintenance, IEEE International Conference on},
volume = {0},
year = {2004},
issn = {1063-6773},
pages = {432-436},
doi = {http://doi.ieeecomputersociety.org/10.1109/ICSM.2004.1357830},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
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TY - CONF
JO - Software Maintenance, IEEE International Conference on
TI - CM³: Service Level Agreement
SN - 1063-6773
SP432
EP436
A1 - Mira Kajko-Mattsson,
A1 - Cecilia Ahnlund,
A1 - Elisabeth Lundberg,
PY - 2004
VL - 0
JA - Software Maintenance, IEEE International Conference on
ER -
 
Mira Kajko-Mattsson, Stockholm University/Royal Institute of Technology
Cecilia Ahnlund, Stockholm University/Royal Institute of Technology
Elisabeth Lundberg, Stockholm University/Royal Institute of Technology
To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called Service Level Agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM³: SLA, and is part of a major model called CM³: SLA/OLA.
Citation:
Mira Kajko-Mattsson, Cecilia Ahnlund, Elisabeth Lundberg, "CM³: Service Level Agreement," icsm, pp.432-436, 20th IEEE International Conference on Software Maintenance (ICSM'04), 2004
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