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In the United Kingdom there is now a Charter for Higher Education which lays certain duties on universities. One of these is to inform students, potential employers, and the local community of the services and facilities available to them. This does not constitute a requirement of Service Level Agreements but a number of university libraries and other ...
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This paper describes an ontology based Service Level Agreement formalisation. OWL and SWRL are chosen to express the ontologies. Use of the ontologies, discussing Ontology Adoption, SLA Instance Creation and Validation is given, followed by a breakdown and discussion of the concepts. Ontologies are grouped by generality and diagrammatic representations
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Sustainable Service Level Agreements
2011 IEEE International Conference on Services Computing, 2011Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price for a service contract based on the fixed service ...
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