Aligning Service Level Agreements with Service-Oriented Enterprise Architecture

Abstract

High-level enterprise services are considered as wrappers of business processes and ICT capabilities in enterprise architecture. Enterprise services have distinctive features that are not typically observed in Web services, e.g. signicant portions of the functionality of these services might be executed in a human-mediated fashion. As such, a service level agreement should be described as a mixture of human-mediated functionality (e.g., service penalty) and computer-interpretable factors (e.g., reliability, payment). This paper reports our preliminary work in defining a taxonomy for co-relating SLAs with elements of enterprise architecture. It gives insight into the alignment between what the enterprise in questions contractually agrees with its partners (or customers) and what it possesses to be able to fulfill the agreement. We define the service level agreement formally. We adopt the ArchiMate – a widely used language for modeling and analyzing enterprise architectures. We then propose the corelation between items in the agreement with elements in the enterprise architecture. We showcase our work using a real-life case-study in the retailing market of domestic airfare.