Death by a thousand SLAs: a short study of commercial

Taylor, Richard ; Tofts, Chris

HP Development Company

关键词: SLA;    negotiation;    co-evolution;    analytics;    modelling;   

RP-ID  :  HPL-2005-11R1

学科分类：计算机科学（综合）

美国|英语

来源: HP Labs

【 摘 要 】

A study from the coalface of more than 11 large governmental and private managed service contracts within Europe and the US, worth over $10B, has demonstrated significant weaknesses in the manner that service level agreements are formed, and the expectations of their application during the delivery of those services. This short paper summarises a major weakness in current processes and proposes a new and more mature approach to the problem currently being trialled by HP - White Box or Open Analytics. 5 Pages