Common Contracts

Service Level Agreements based on Business Process Modeling

June 5th, 2000

• Filed
  June 5th, 2000

This paper presents a customer-oriented approach for specifying service level agreements. Our idea is to combine service level agreements with concepts of workflows used in business process modeling. The knowledge on design and management of workflows can be used to specify a service level agreement actively supporting the operation and usage of complex services. The customer-oriented view is ensured by the use of the business processes of the customer as a base for the contract. The combination of these two concepts allows both, specifying non-ambiguous contracts and constructive instructions for the management of services from the customer’s point of view.