TY - GEN
T1 - State of The Art in Service Level Agreement Implementation and Standardization
T2 - International Conference on Mathematics, Computational Sciences, and Statistics 2022, ICoMCoS 2022
AU - Awalurahman, Halim Wildan
AU - Hariyanti, Eva
AU - Cahyani, Asri Nur
AU - Rahmi, Nazla Firqina
AU - Muhammad, Daffa Halif
AU - Ramadhan, Daffa Yagrariksa
N1 - Publisher Copyright:
© 2023 American Institute of Physics Inc.. All rights reserved.
PY - 2023/12/22
Y1 - 2023/12/22
N2 - A Service Level Agreement (SLA) is an agreement between a service provider and a customer that specifies what the customer can expect from the provider. Our study aims to get an insight into the state of the art of implementation and standardization of SLA. To do so, we conduct a systematic literature review. The review will focus on one research question: what is the state of the art in implementing and standardizing SLA. We were able to retrieve 40 studies which suits our criteria in which 23 are discussing the implementation and 17 are discussing the standardization of SLA. We found that the implementation of SLA mainly focuses on increasing the satisfaction level of SLA and the better Quality of Services (QoS). For the standardization, our studies have found various approaches to standardizing the SLA, including creating new templates based on different frameworks or cases and the needs of SLA with machine-readable language. Our study can be a baseline for future research on the implementation and standardization of SLA.
AB - A Service Level Agreement (SLA) is an agreement between a service provider and a customer that specifies what the customer can expect from the provider. Our study aims to get an insight into the state of the art of implementation and standardization of SLA. To do so, we conduct a systematic literature review. The review will focus on one research question: what is the state of the art in implementing and standardizing SLA. We were able to retrieve 40 studies which suits our criteria in which 23 are discussing the implementation and 17 are discussing the standardization of SLA. We found that the implementation of SLA mainly focuses on increasing the satisfaction level of SLA and the better Quality of Services (QoS). For the standardization, our studies have found various approaches to standardizing the SLA, including creating new templates based on different frameworks or cases and the needs of SLA with machine-readable language. Our study can be a baseline for future research on the implementation and standardization of SLA.
UR - http://www.scopus.com/inward/record.url?scp=85181572379&partnerID=8YFLogxK
U2 - 10.1063/5.0181073
DO - 10.1063/5.0181073
M3 - Conference contribution
AN - SCOPUS:85181572379
T3 - AIP Conference Proceedings
BT - AIP Conference Proceedings
A2 - Pusporani, Elly
A2 - Millah, Nashrul
A2 - Hariyanti, Eva
PB - American Institute of Physics Inc.
Y2 - 2 October 2022 through 3 October 2022
ER -