scholarly journals Enhancing service quality through Service Level Agreement (SLA) full implementation

2016 ◽  
Author(s):  
Rodziah binti Atan
Keyword(s):  
Service Quality ◽  
Service Level Agreement ◽  
Service Level ◽  
Full Implementation

The Effect of Sound Relationships on SLA's

2011 ◽  
pp. 1255-1259
Author(s):  
A.C. Leonard
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
User Satisfaction ◽  
Service Level Agreement ◽  
Service Level ◽  
End Users ◽  
End User ◽  
It Service ◽  
Common Understanding ◽  
Required Quality

End users have expectations regarding services and support, and the quality thereof, provided by the supplier. They compare their expectations to the received service to assess the service quality (Coye, 2004). In order to ensure that the service supplied by the service provider meets the expectations of end users, a successful service level agreement (SLA) is required. Quality SLA’s clearly define, amongst many other elements, the commitments and responsibilities of the IT service provider and end users within the service delivery processes (Larson, 1998). One method of measuring the success of SLA’s is by using service metrics with regard to the availability, reliability, serviceability, response, and user satisfaction of the SLA (Larson, 1998). Therefore, the success of the SLA depends on a clear, common understanding of the services and service quality between the service provider and end users. Furthermore commitment, trust, and cooperation between all parties is necessary to achieve success with SLA’s (Hiles, 1994). However, in this paper it is argued that all these soft issues can only form a basis when sound relationships are established and maintained between the IT service provider and end users (Leonard, 2002). This paper aims to determine how the establishment of a sound IT-end user relationship can add value to the SLA for both the IT service provider and the end users, and increase the success of SLA’s.

Business Cost Budgets

2012 ◽  
Vol 3 (3) ◽  
pp. 49-64 ◽  
Author(s):  
Axel Kieninger ◽  
Gerhard Satzger ◽  
Detlef Straeten ◽  
Björn Schmitz ◽  
Dian Baltadzhiev
Keyword(s):  
Service Quality ◽  
Optimization Problem ◽  
Service Level Agreement ◽  
Optimal Solution ◽  
Service Level ◽  
Service Level Agreements ◽  
Additional Information ◽  
Quality Aspects ◽  
The Cost ◽  
Business Cost

In this work the authors address an IT service customer’s challenge of selecting the cost-optimal service level agreement among different options offered by an external provider. They model the customer’s optimization problem at distinctive levels of detail with regard to the description of service quality aspects. At each level of detail they explicitly consider the potential negative monetary impact of different service quality levels on a customer’s business process – reflected via the concept of “business cost.” First, they analyze which information a customer typically bases service level agreement decisions upon today and elaborate on the question which additional information a rational customer would need to take a well-founded decision. Second, the authors define a set of concepts that a customer should consider when selecting service level agreements. Third, the authors apply these concepts to develop a “business cost budget method” that enables a customer to compare multiple service level agreements and to select the cost-optimal solution of its optimization problem – assuming customer and provider to collaborate. Introducing this approach, they suggest that both parties jointly define “business cost budgets” as an additional kind of service indicator describing service quality’s adverse business impact instead of only service quality.

The Analysis Of Service Quality Using Importance Performance Analysis For Mrt Jakarta

2020 ◽  
Vol 18 (3) ◽  
pp. 85
Author(s):  
Rina Nur Chasanah ◽  
Andreas Wijaya
Keyword(s):  
Air Pollution ◽  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Traffic Congestion ◽  
Fossil Fuels ◽  
Service Level ◽  
Public Infrastructure ◽  
Five Dimension ◽  
Quality Theory

Public infrastructure and congestion issues become salient problems in Indonesia. According to INRIX Global Traffic Scoreboard (2018): Jakarta was ranked as twelfth worst in the world. Air quality also becoming another issues that derived from traffic congestion causing air pollution. To mitigate this issue, government has been established MRT Jakarta in 2019. This study aims to evaluate and improving service level of Moda Raya Terpadu (MRT) in order to encourage more people using public transportation, moreover altering people using public transportation would reduce the amount of fossil fuels and reducing bad air pollution for a better climate. Methodolgy of the research using service quality theory with five dimension from Parasuraman et. al, and extended in Importance Performance Analysis (IPA) method. Therefore, data was distributed using questionnaire with 18 item measurement and 102 respondents was collected. As a result, tangibility, reliability, and responsiveness dimension had been classified in quadrant one, followed assurance dimension in quadrant two, however empathy dimension had been measured in quadrant four and indicates to be improved.

Distance Aware VM allocation process to minimize energy consumption in cloud computing

2019 ◽  
Vol 12 ◽  
Author(s):  
Gurpreet Singh ◽  
Manish Mahajan ◽  
Rajni Mohana
Keyword(s):  
Resource Allocation ◽  
Cloud Computing ◽  
Energy Consumption ◽  
Virtual Machine ◽  
Virtual Machines ◽  
Research Work ◽  
Service Level Agreement ◽  
Service Level ◽  
Physical Machine ◽  
Allocation Process

BACKGROUND: Cloud computing is considered as an on-demand service resource with the applications towards data center on pay per user basis. For allocating the resources appropriately for the satisfaction of user needs, an effective and reliable resource allocation method is required. Because of the enhanced user demand, the allocation of resources has now considered as a complex and challenging task when a physical machine is overloaded, Virtual Machines share its load by utilizing the physical machine resources. Previous studies lack in energy consumption and time management while keeping the Virtual Machine at the different server in turned on state. AIM AND OBJECTIVE: The main aim of this research work is to propose an effective resource allocation scheme for allocating the Virtual Machine from an ad hoc sub server with Virtual Machines. EXECUTION MODEL: The execution of the research has been carried out into two sections, initially, the location of Virtual Machines and Physical Machine with the server has been taken place and subsequently, the cross-validation of allocation is addressed. For the sorting of Virtual Machines, Modified Best Fit Decreasing algorithm is used and Multi-Machine Job Scheduling is used while the placement process of jobs to an appropriate host. Artificial Neural Network as a classifier, has allocated jobs to the hosts. Measures, viz. Service Level Agreement violation and energy consumption are considered and fruitful results have been obtained with a 37.7 of reduction in energy consumption and 15% improvement in Service Level Agreement violation.

scholarly journals Internet of Things for Mental Health: Open Issues in Data Acquisition, Self-Organization, Service Level Agreement, and Identity Management

2021 ◽  
Vol 18 (3) ◽  
pp. 1327
Author(s):  
Leonardo J. Gutierrez ◽  
Kashif Rabbani ◽  
Oluwashina Joseph Ajayi ◽  
Samson Kahsay Gebresilassie ◽  
Joseph Rafferty ◽  
...  
Keyword(s):  
Mental Health ◽  
Internet Of Things ◽  
Data Acquisition ◽  
Identity Management ◽  
Service Level Agreement ◽  
Service Level ◽  
Self Organization ◽  
Future Research ◽  
Study Results ◽  
Open Issues

The increase of mental illness cases around the world can be described as an urgent and serious global health threat. Around 500 million people suffer from mental disorders, among which depression, schizophrenia, and dementia are the most prevalent. Revolutionary technological paradigms such as the Internet of Things (IoT) provide us with new capabilities to detect, assess, and care for patients early. This paper comprehensively survey works done at the intersection between IoT and mental health disorders. We evaluate multiple computational platforms, methods and devices, as well as study results and potential open issues for the effective use of IoT systems in mental health. We particularly elaborate on relevant open challenges in the use of existing IoT solutions for mental health care, which can be relevant given the potential impairments in some mental health patients such as data acquisition issues, lack of self-organization of devices and service level agreement, and security, privacy and consent issues, among others. We aim at opening the conversation for future research in this rather emerging area by outlining possible new paths based on the results and conclusions of this work.

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