The role of benchmarking and service level agreement (SLA) practices in IT outsourcing success

Despite claims in the trade literature that a number of recommended practices have been proved to lead to IT outsourcing success, few of these practices have been subject to disconfirmatory research. Even fewer have been tested statistically to determine whether they generalize to wider populations, or to determine the magnitude of their effect. In this paper, several recommended outsourcing practices associated with service level agreements (SLAs) and benchmarking are investigated. These practices are recommended extensively on the basis of case study research, yet they do have downsides, and they add substantially to the transaction costs of outsourcing. Based on a large survey of organizations engaged in IT outsourcing, this paper established that developing detailed SLAs did improve cost and service outcome, and that clients who met with vendors more frequently to renegotiate service levels reported greater outsourcing success. The research also established that benchmarking both before outsourcing commences, and once the outsourcing contract is in place, led to improvements in cost and service outcomes. Benchmarking during the outsourcing contract had the greatest effect, accounting for 10% of the variance in a success vector that included strategic, technical, cost-related and service outcomes plus an overall evaluation of satisfaction and value.

Management of service level agreement for service-oriented content adaptation platform

It is paramount to provide seamless and ubiquitous access to rich contents available online to interested users via a wide range of devices with varied characteristics. Recently, a service-oriented content adaptation scheme has emerged to address this content-device mismatch problem. In this scheme, content adaptation functions are provided as services by third-party providers. Clients pay for the consumed services and thus demand service quality. As such, negotiating for the QoS offers, assuring negotiated QoS levels and accuracy of adapted content version are essential. Any non-compliance should be handled and reported in real time. These issues elevate the management of service level agreement (SLA) as an important problem. This chapter presents prior work, important challenges, and a framework for managing SLA for service-oriented content adaptation platform.

Quality of service-based service level agreement management framework for hydrocarbon exploration and discovery operation

 The major contributions presented in this thesis are twofold. Firstly, it presents the research towards a unique services-based Hydrocarbon Exploration and Discovery Model that demonstrates the feasibility of using advanced ICT technologies in the reproduction of stages involved in an oil and gas discovery, processing and analysis process. Secondly, the research demonstrated a solution of the problems in providing agreed level of quality of service (QoS) and formalizing of appropriate Service Level Agreements (SLA) within such complex environment where different services within the model can be delivered by a variety of service providers

Service level agreements for the digital library

Digital libraries offer a massive set of digital services to geographically distributed library patrons. The digital services are commonly sourced from third-party service providers for charge. As externally sourced digital services are becoming prevalence, issues regarding their quality assessment are gaining critical importance. Unfortunately, sourcing digital services from external providers has brought with it stringent quality of service (QoS) demand from the library service users. Currently, there is no way for ensuring QoS between the digital service providers and the library management. In this paper, we propose service level agreements (SLAs) to capture the QoS requirements of the digital service users and the commitments, as well as adherence of the digital service providers.

Service level agreement management framework for utility-oriented computing platforms

With the increasing popularity of utility-oriented computing where the resources are traded as services, efficient management of quality of service (QoS) has become increasingly significant to both service consumers and service providers. In the context of distributed multimedia content adaptation deployment on service-oriented computing, how to ensure the stringent QoS requirements of the content adaptation is a significant and immediate challenge. However, QoS guarantees in the distributed multimedia content adaptation deployment on service-oriented platform context have not been accorded the attention it deserves. In this paper, we address this problem. We formulate the SLA management for distributed multimedia content adaptation deployment on service-oriented computing as an integer programming problem. We propose an SLA management framework that enables the service provider to determine deliverable QoS before settling SLA with potential service consumers to optimize QoS guarantees. We analyzed the performance of the proposed strategy under various conditions in terms of the SLA success rate, rejection rate and impact of the resource data errors on potential violation of the agreed upon SLA. We also compared the proposed SLA management framework with a baseline approach in which the distributed multimedia content adaptation is deployed on a service-oriented platform without SLA consideration. The results of the experiments show that the proposed SLA management framework substantially outperforms the baseline approach confirming that SLA management is a core requirement for the deployment of distributed multimedia content adaptation on service-oriented systems.

Service level agreements framework for digital libraries quality of service management

No framework that provides practical approach for the assessment of quality of service level offered by digital libraries exists.This thesis aims to address this gap. The thesis develops a service level agreement (SLA) based mechanisms for the digital libraries to measure and assess the quality of service they deliver to their customers. An SLA is a formal contract between the digital content providers and the digital library consumers.

Issues in IT service-oriented requirements engineering

Corporate information technology (IT) management is increasingly service-oriented, offering continuous evaluation and improvement of application, communication, delivery and support services to internal and external customers. Service-oriented requirements engineering (SoRE) plays a significant role in identifying and specifying service requirements, formally defined through service-level agreements (SLAs). However, the new frameworks and approaches emerging to guide these developments have not yet addressed how requirements for such services can be effectively developed, nor identified the diverse issues involved. We report a case study of a web services team development of requirements for an internal Service Desk service. The study revealed five main issues of concern when developing service provider requirements: service roles, responsibilities and accountability; service performance metrics; resolution of conflicting stakeholder service requirements; customer acceptance of service change; and service provider team structure. This study suggests that in the new IT services era, new techniques and approaches are needed for eliciting and determining provider and customer requirements that involve key stakeholder groups equitably and more closely negotiate the sometimes-conflicting provider and customer needs.

Enhancement of user level controls in cloud databases

Industries in developed countries are moving quickly to ensure the rapid adoption of cloud computing. At this stage, several outstanding issues exist, particularly related to Service Level Agreements (SLAs), security and privacy. Consumers and businesses are willing to use cloud computing only if they can trust that their data will remain private and secure. Our review of research literature indicates the level of control that a user has on their data is directly correlated to the level of data privacy provided by the cloud service. We considered several privacy factors from the industry perspective, namely data loss, data storage location being unknown to the client, vendor lock-in, unauthorized secondary use of user's data for advertising, targeting secured backup and easy restoration. The level of user control in database models were identified according to the level of existence in these privacy factors. Finally, we focused on a novel logical model that might help to bring the level of user control of privacy in cloud databases into a higher level.

Energy efficient sleep schedule with service coverage guarantee in wireless sensor networks

Service oriented architecture has been proposed to support collaborations among distributed wireless sensor network (WSN) applications in an open dynamic environment. However, WSNs are resource constraint, and have limited computation abilities, limited communication bandwidth and especially limited energy. Fortunately, sensor nodes in WSNs are usually deployed redundantly, which brings the opportunity to adopt a sleep schedule for balanced energy consumption to extend the network lifetime. Due to miniaturization and energy efficiency, one sensor node can integrate several sense units and support a variety of services. Traditional sleep schedule considers only the constraints from the sensor nodes, can be categorized to a one-layer (i.e., node layer) issue. The service oriented WSNs should resolve the energy optimization issue considering the two-layer constraints, i.e., the sensor nodes layer and service layer. Then, the one-layer energy optimization scheme in previous work is not applicable for service oriented WSNs. Hence, in this paper we propose a sleep schedule with a service coverage guarantee in WSNs. Firstly, by considering the redundancy degree on both the service level and the node level, we can get an accurate redundancy degree of one sensor node. Then, we can adopt fuzzy logic to integrate the redundancy degree, reliability and energy to get a sleep factor. Based on the sleep factor, we furthermore propose the sleep mechanism. The case study and simulation evaluations illustrate the capability of our proposed approach.

The impact of ITIL (information technology infrastructure library) recommended practices on the IT outsourcing relationship

Over the last two decades, the outsourcing of IT services has become a popular topic for many IS researchers. Furthermore, managing IT services (both internally and externally provided) has become an emerging area for academic research, given the criticality of IT services in modern organizations. One of the better known IT service management frameworks is the Information Technology Infrastructure Library (ITIL) framework. While there are many claims made about the relationship between ITIL and IT outsourcing, these claims still need further empirical research. Using data gathered from a preliminary focus group, this study investigates how ITIL impacts recommended practices on the success of IT outsourcing arrangement.

The impact of a team-based intervention on the lifestyle risk factor management practices of community nurses: outcomes of the community nursing SNAP trial

Background
Lifestyle risk factors like smoking, nutrition, alcohol consumption, and physical inactivity (SNAP) are the main behavioural risk factors for chronic disease. Primary health care is an appropriate setting to address these risk factors in individuals. Generalist community health nurses (GCHNs) are uniquely placed to provide lifestyle interventions as they see clients in their homes over a period of time. The aim of the paper is to examine the impact of a service-level intervention on the risk factor management practices of GCHNs.

Methods
The trial used a quasi-experimental design involving four generalist community nursing services in NSW, Australia. The services were randomly allocated to either an intervention group or control group. Nurses in the intervention group were provided with training and support in the provision of brief lifestyle assessments and interventions. The control group provided usual care. A sample of 129 GCHNs completed surveys at baseline, 6 and 12 months to examine changes in their practices and levels of confidence related to the management of SNAP risk factors. Six semi-structured interviews and four focus groups were conducted among the intervention group to explore the feasibility of incorporating the intervention into everyday practice.

Results
Nurses in the intervention group became more confident in assessment and intervention over the three time points compared to their control group peers. Nurses in the intervention group reported assessing physical activity, weight and nutrition more frequently, as well as providing more brief interventions for physical activity, weight management and smoking cessation. There was little change in referral rates except for an improvement in weight management related referrals. Nurses’ perception of the importance of ‘client and system-related’ barriers to risk factor management diminished over time.

Conclusions
This study shows that the intervention was associated with positive changes in self-reported lifestyle risk factor management practices of GCHNs. Barriers to referral remained. The service model needs to be adapted to sustain these changes and enhance referral.

A hierarchical cloud pricing system

Cloud computing is experiencing phenomenal growth and there are now many vendors offering their cloud services. In cloud computing, cloud providers cooperate together to offer their computing resource as a utility and software as a service to customers. The demands and the price of cloud service should be negotiated between providers and users based on the Service Level Agreement (SLA). In order to help cloud providers achieving an agreeable price for their services and maximizing the benefits of both cloud providers and clients, this paper proposes a cloud pricing system consisting of hierarchical system, M/M/c queuing model and pricing model. Simulation results verify the efficiency of our proposed system.

An SLA evaluator for multimedia content adaptation services

Content adaptation is used to adapt multimedia content to a version required by users. In the service-oriented scheme, adaptation functions are provided as services by third-party service providers. Clients pay for the consumed services and thus demand service quality. Providers advertise their services; each with varied quality-of-services (QoS). Some of these QoS however, may not be deliverable accordingly during the actual service execution due to heavy load. Thus, the provider should able to determine a current deliverable QoS before the service level agreement (SLA) is settled with the requesters. In this paper, we propose a strategy for service providers to evaluate incoming requests and capable of offering the new QoS to the requests potentially being initially rejected. The proposed strategy takes into account the current server load and requests' priority. We analysed the performance of the proposed strategy in terms of SLA settlement under various conditions. The results indicate that the proposed strategy performs well. © 2014 IEEE.

A general communication cost optimization framework for big data stream processing in geo-distributed data centers

With the explosion of big data, processing large numbers of continuous data streams, i.e., big data stream processing (BDSP), has become a crucial requirement for many scientific and industrial applications in recent years. By offering a pool of computation, communication and storage resources, public clouds, like Amazon's EC2, are undoubtedly the most efficient platforms to meet the ever-growing needs of BDSP. Public cloud service providers usually operate a number of geo-distributed datacenters across the globe. Different datacenter pairs are with different inter-datacenter network costs charged by Internet Service Providers (ISPs). While, inter-datacenter traffic in BDSP constitutes a large portion of a cloud provider's traffic demand over the Internet and incurs substantial communication cost, which may even become the dominant operational expenditure factor. As the datacenter resources are provided in a virtualized way, the virtual machines (VMs) for stream processing tasks can be freely deployed onto any datacenters, provided that the Service Level Agreement (SLA, e.g., quality-of-information) is obeyed. This raises the opportunity, but also a challenge, to explore the inter-datacenter network cost diversities to optimize both VM placement and load balancing towards network cost minimization with guaranteed SLA. In this paper, we first propose a general modeling framework that describes all representative inter-task relationship semantics in BDSP. Based on our novel framework, we then formulate the communication cost minimization problem for BDSP into a mixed-integer linear programming (MILP) problem and prove it to be NP-hard. We then propose a computation-efficient solution based on MILP. The high efficiency of our proposal is validated by extensive simulation based studies.

Automated analysis of performance and energy consumption for cloud applications

In cloud environments, IT solutions are delivered to users via shared infrastructure. One consequence of this model is that large cloud data centres consume large amounts of energy and produce significant carbon footprints. A key objective of cloud providers is thus to develop resource provisioning and management solutions at minimum energy consumption while still guaranteeing Service Level Agreements (SLAs). However, a thorough understanding of both system performance and energy consumption patterns in complex cloud systems is imperative to achieve a balance of energy efficiency and acceptable performance. In this paper, we present StressCloud, a performance and energy consumption analysis tool for cloud systems. StressCloud can automatically generate load tests and profile system performance and energy consumption data. Using StressCloud, we have conducted extensive experiments to profile and analyse system performance and energy consumption with different types and mixes of runtime tasks. We collected finegrained energy consumption and performance data with different resource allocation strategies, system configurations and workloads. The experimental results show the correlation coefficients of energy consumption, system resource allocation strategies and workload, as well as the performance of the cloud applications. Our results can be used to guide the design and deployment of cloud applications to balance energy and performance requirements.