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Title:
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OPEN SOURCE ARCHITECTURE FOR MANAGEMENT OF LARGE SCALE SERVICE LEVEL AGREEMENTS IN OUTSOURCING |
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Author(s):
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Luke Ho , Anthony Atkins |
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ISBN:
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972-8939-03-5 |
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Editors:
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Pedro Isaías, Piet Kommers and Maggie McPherson |
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Year:
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2005 |
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Edition:
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Single |
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Keywords:
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Service Level Agreement, Management, Outsourcing, Insourcing, Open Source. |
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Type:
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Full Paper |
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First Page:
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340 |
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Last Page:
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346 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Service Level Agreements (SLAs) are negotiated agreements of common understanding, between customers and service providers, which define the service(s) provided along with their expected levels of performance. They help manage the strategic relationship between companies and Outsourcing service providers, hence the importance of SLA management has increased with the growth of Outsourcing in recent years. This paper outlines the application of a dynamic PHP-MySQL solution for replacing the manual monitoring of over 1000 SLAs in a large multi-national food and confectionary company. The insourced operations involve large Server Clusters (SCs) and hence downtime results in significant financial impact on the business. In the case of a major SC, 1% off compliance for uptime can typically result in a £0.5m loss per annum. The paper describes how data can be collated, using the developed system, from monitoring server(s) at pre-fixed intervals for comparison against preset performance metrics to determine SLA compliance. The system is structured to give on-demand reports which are tabulated to provide an intuitive view of the server status. Reports generated can be exported to various formats, allowing for flexibility in distribution via Intranet and email applications. |
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