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Activity Number:
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250
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Type:
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Contributed
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Date/Time:
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Tuesday, July 31, 2007 : 8:30 AM to 10:20 AM
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Sponsor:
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Section on Physical and Engineering Sciences
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| Abstract - #310260 |
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Title:
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Propagating SLAs Statistics in the IT Service Provider Environment
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Author(s):
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Larisa Shwartz*+ and Genady Grabarnik
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Companies:
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IBM T.J. Watson Research Center and IBM T.J. Watson Research Center
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Address:
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19 Skyline Dr, Hawthorne, NY, 10532,
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Keywords:
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enterprise analytics ; business process modeling ; workflow ; automation
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Abstract:
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IT Service Providers are facing an increasingly intense competitive landscape and growing government and industry requirements such as standards and best practices. In their quest to maximize customer satisfaction, Service Providers seek to employ business intelligent solutions which provide deep analysis and orchestration of business processes and capabilities for optimizing the level of service and cost. In this paper we give a formal description of the SLA on different Service Provider/ Customer/ Supplier (SPCS) models, provide a formula for the calculation of different SLA related statistics over a formal business processes, show how different SPCS models impact resulting statistics and SLAs, and outline way of finding majorating SLAs for a Service Provider for various models.
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