{"title":"CM/sup 3/:服务水平协议","authors":"M. Kajko-Mattsson, C. Ahnlund, Elisabeth Lundberg","doi":"10.1109/ICSM.2004.1357830","DOIUrl":null,"url":null,"abstract":"To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called service level agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM/sup 3/: SLA, and is part of a major model called CM/sup 3/: SLA/OLA.","PeriodicalId":348668,"journal":{"name":"20th IEEE International Conference on Software Maintenance, 2004. Proceedings.","volume":"8 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2004-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"50","resultStr":"{\"title\":\"CM/sup 3/: service level agreement\",\"authors\":\"M. Kajko-Mattsson, C. Ahnlund, Elisabeth Lundberg\",\"doi\":\"10.1109/ICSM.2004.1357830\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called service level agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM/sup 3/: SLA, and is part of a major model called CM/sup 3/: SLA/OLA.\",\"PeriodicalId\":348668,\"journal\":{\"name\":\"20th IEEE International Conference on Software Maintenance, 2004. Proceedings.\",\"volume\":\"8 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2004-09-11\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"50\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"20th IEEE International Conference on Software Maintenance, 2004. Proceedings.\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1109/ICSM.2004.1357830\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"20th IEEE International Conference on Software Maintenance, 2004. Proceedings.","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICSM.2004.1357830","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called service level agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM/sup 3/: SLA, and is part of a major model called CM/sup 3/: SLA/OLA.
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