Derivation of Response Time Service Level Objectives for Business Services

— Design of Service Level Agreements (SLAs) emerges as an increasingly important discipline in business-oriented IT management. In this work, we study utility maximization of contractual obligations of a business service provider for a typical SLA. We demonstrate that using service usage and performance data as well as IT performance data, routinely collected by enterprises, efficient automated derivation of optimal response time Service Level Objectives (SLOs) of an SLA is possible. This paper addresses a specific facet of the SLA design problem not sufficiently addressed in previous studies. One common approach is to calculate SLOs attainable for the given IT infrastructure by means of simple percentile analysis. However, this methodology is business agnostic and may result in sub-optimal SLOs. Another widespread approach addresses IT infrastructure (re)design, where the goal is to enable the IT to meet specified target SLOs. In contrast to these approaches, our work proposes �...

• Type: Conference
• Year: 2007
• Where: BDIM
• Authors: David Breitgand, Elean A. Henis, Onn Shehory, John M. Lake
• Keywords: BDIM 2007, IT Infrastructure, Optimal Response Time, Response Time Slo