A Model for IT Service Level Agreement
Abstract
Service level agreements are being considered by the companies as a practicable alternative to solve problems originated from outsourcing. This work presents a study about solutions adopted in Information Technology and proposes a generic model for specifying service level agreement in this area. This model applicability is tested in a conception of a specific model for service level agreement in the database management area.
Keywords:
Template, Tier Agreement, IT Service
References
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Brittain, K., Mingay, S. (2002) “What Is IT Infrastructure Library and Why Should I Care?“ (on line). Disponível em: http://www.gartner.com.
Bouman, J. et al. (1999) “Specifications of Service Level Agreements, Clarifying Concepts on the Basis of Pratical Research”. In: SOFTWARE TECHNOLOGY AND ENGINEERING PRACTICE, Pennsylvania-EUA. Anais eletrônicos ... [on line]. Disponível: http://www.computer.org/proceedings/..
Caine, A. (1997) “Negotiating An Effective Service Level Agreement” (on line). Disponível: http://www.gtlaw.com.au/pubs/negotiating.html
Gomes, S.B. (2001) “Um Modelo para Acordo de Nível de Serviço”, Dissertação de Mestrado, Mestrado em Informática, UFES.
Hayes, T. (2004) “Business Service Management: Optimizing IT Services to Drive Business Success: Map, Measure, Manage”, Disponível em: http://whitepaper.informationweek.com/shared/write/collateral/WTP/3858_19278_76 520_VM6MConcord_BSM_wp09-30-2004-10-54-36-AM.pdf
ISO 9000 (2000) Quality Management Systems – Fundamentals and Vocabulary.
ISO/IEC 9126 (1999) International Standard – Information Technology – Software Product Quality
McBride, D. (1998) “Successful Deployment of IT Service Management in the Distributed Enterprise”, http://www2.hp.com/openview/rpm/pepers/slm.htm.
McFadden, F., Hoffer, J., Prescott, M. (1999) “Modern Database Management”. 5. ed. Estados Unidos: Addison-Wesley Educational Publishers, Inc. 622 p.
Muller, N. (1999) “Managing Service Level Agreements”. International Journal of Network Management. 9, 155-166. [on line]. Disponível: http://www.computer.org/
NEXTSLM - The Service Level Management Learning Community (on line). Disponível: http://nextslm.org [capturado em 18 fev. 2001].
Regazzini, A. L. (2001) “Etapas para implementar um SLA”. In: SLA – SERVICE LEVEL AGREEMENT, São Paulo. Anais...São Paulo: AMCHAM, 2001
Sturm, R.,Morris, W., Jander, M. (2000) “Foundations of Service Level Management”. Estados Unidos: Sams. 288 p.
Published
2005-06-06
How to Cite
GOMES, Silvia Bogéa; FALBO, Ricardo de Almeida; MENEZES, Crediné Silva de.
A Model for IT Service Level Agreement. In: BRAZILIAN SOFTWARE QUALITY SYMPOSIUM (SBQS), 4. , 2005, Porto Alegre-RS.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2005
.
p. 191-205.
DOI: https://doi.org/10.5753/sbqs.2005.16163.
