{"id":"https://openalex.org/W2032988849","doi":"https://doi.org/10.1109/tnsm.2014.2378779","title":"Modeling the Impact of Service Level Agreements During Service Engagement","display_name":"Modeling the Impact of Service Level Agreements During Service Engagement","publication_year":2014,"publication_date":"2014-12-01","ids":{"openalex":"https://openalex.org/W2032988849","doi":"https://doi.org/10.1109/tnsm.2014.2378779","mag":"2032988849"},"language":"en","primary_location":{"id":"doi:10.1109/tnsm.2014.2378779","is_oa":false,"landing_page_url":"https://doi.org/10.1109/tnsm.2014.2378779","pdf_url":null,"source":{"id":"https://openalex.org/S173527311","display_name":"IEEE Transactions on Network and Service Management","issn_l":"1932-4537","issn":["1932-4537","2373-7379"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Transactions on Network and Service Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5050043105","display_name":"Yixin Diao","orcid":"https://orcid.org/0000-0003-0498-7917"},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Yixin Diao","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112044800","display_name":"Linh Lam","orcid":null},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Linh Lam","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Glowlink Communications Technology, Los Altos, CA, USA"],"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Glowlink Communications Technology, Los Altos, CA, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037060213","display_name":"Larisa Shwartz","orcid":"https://orcid.org/0000-0001-5878-0765"},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Larisa Shwartz","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5090507633","display_name":"David Northcutt","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"David Northcutt","raw_affiliation_strings":["IBM Global Technology Services, Somers, NY, USA"],"affiliations":[{"raw_affiliation_string":"IBM Global Technology Services, Somers, NY, USA","institution_ids":["https://openalex.org/I1341412227"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5050043105"],"corresponding_institution_ids":["https://openalex.org/I4210114115"],"apc_list":null,"apc_paid":null,"fwci":1.69,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.86326754,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"11","issue":"4","first_page":"431","last_page":"440"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11942","display_name":"Transportation and Mobility Innovations","score":0.9873999953269958,"subfield":{"id":"https://openalex.org/subfields/2203","display_name":"Automotive Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12127","display_name":"Software System Performance and Reliability","score":0.9853000044822693,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7476620078086853},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.7033874988555908},{"id":"https://openalex.org/keywords/service-level","display_name":"Service level","score":0.6530419588088989},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6520010232925415},{"id":"https://openalex.org/keywords/queueing-theory","display_name":"Queueing theory","score":0.6009629964828491},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.593428909778595},{"id":"https://openalex.org/keywords/outsourcing","display_name":"Outsourcing","score":0.5399729013442993},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.4935380220413208},{"id":"https://openalex.org/keywords/service-level-agreement","display_name":"Service-level agreement","score":0.4847669005393982},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.473824143409729},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4263274371623993},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4197225272655487},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.3472936451435089},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.31819191575050354},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.26977795362472534},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.2334548532962799},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1391478180885315},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.07797837257385254}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7476620078086853},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.7033874988555908},{"id":"https://openalex.org/C181889124","wikidata":"https://www.wikidata.org/wiki/Q380204","display_name":"Service level","level":2,"score":0.6530419588088989},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6520010232925415},{"id":"https://openalex.org/C22684755","wikidata":"https://www.wikidata.org/wiki/Q847526","display_name":"Queueing theory","level":2,"score":0.6009629964828491},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.593428909778595},{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.5399729013442993},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4935380220413208},{"id":"https://openalex.org/C2778160497","wikidata":"https://www.wikidata.org/wiki/Q869830","display_name":"Service-level agreement","level":3,"score":0.4847669005393982},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.473824143409729},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4263274371623993},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4197225272655487},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3472936451435089},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.31819191575050354},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.26977795362472534},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.2334548532962799},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1391478180885315},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.07797837257385254},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/tnsm.2014.2378779","is_oa":false,"landing_page_url":"https://doi.org/10.1109/tnsm.2014.2378779","pdf_url":null,"source":{"id":"https://openalex.org/S173527311","display_name":"IEEE Transactions on Network and Service Management","issn_l":"1932-4537","issn":["1932-4537","2373-7379"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Transactions on Network and Service Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4699999988079071,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":25,"referenced_works":["https://openalex.org/W1501128653","https://openalex.org/W1548329461","https://openalex.org/W1645679354","https://openalex.org/W1974608737","https://openalex.org/W2029082392","https://openalex.org/W2051368025","https://openalex.org/W2062974698","https://openalex.org/W2091120336","https://openalex.org/W2092528416","https://openalex.org/W2102377749","https://openalex.org/W2117790113","https://openalex.org/W2132589240","https://openalex.org/W2138029894","https://openalex.org/W2150061081","https://openalex.org/W2154446922","https://openalex.org/W2164669679","https://openalex.org/W2171782240","https://openalex.org/W2312784726","https://openalex.org/W3149616368","https://openalex.org/W4205555264","https://openalex.org/W4245164123","https://openalex.org/W6630102243","https://openalex.org/W6632680762","https://openalex.org/W6636962581","https://openalex.org/W6643836247"],"related_works":["https://openalex.org/W1797105837","https://openalex.org/W1999777212","https://openalex.org/W2754945030","https://openalex.org/W2737283325","https://openalex.org/W2607605122","https://openalex.org/W2151841150","https://openalex.org/W2188448273","https://openalex.org/W2099923819","https://openalex.org/W171769367","https://openalex.org/W1488492449"],"abstract_inverted_index":{"One":[0],"of":[1,5,91,102,109,133],"the":[2,29,36,53,58,61,67,89,94,107,118,131,134],"key":[3],"promises":[4],"IT":[6,13,142],"strategic":[7],"outsourcing":[8],"is":[9,43,49],"to":[10,87,105,116,122],"deliver":[11,35],"greater":[12],"service":[14,30,38,54,69,110,126,143],"management":[15],"through":[16],"lower":[17],"cost.":[18,96],"However,":[19],"this":[20,76],"raises":[21],"a":[22,80,100,140],"critical":[23],"question:":[24],"How":[25],"can":[26],"one":[27],"predict":[28,117],"delivery":[31,62,95,111,119,144],"cost":[32,63,120],"that":[33,83],"will":[34],"promised":[37],"level":[39],"agreements":[40],"(SLAs)?":[41],"This":[42],"particularly":[44],"challenging":[45],"since":[46],"such":[47],"prediction":[48],"mostly":[50],"needed":[51],"during":[52],"engagement":[55],"phase":[56],"where":[57],"SLAs":[59,92],"and":[60,66,112,125],"are":[64,72],"negotiated,":[65],"detailed":[68],"modeling":[70,81],"data":[71,138],"not":[73],"available.":[74],"In":[75],"paper,":[77],"we":[78],"propose":[79,99],"framework":[82],"uses":[84],"queueing-model-based":[85],"approaches":[86],"estimate":[88],"impact":[90],"on":[93],"We":[97,129],"further":[98],"set":[101],"approximation":[103],"techniques":[104],"address":[106],"complexity":[108],"an":[113],"optimization":[114],"model":[115],"subject":[121],"service-level":[123],"constraints":[124],"stability":[127],"conditions.":[128],"demonstrate":[130],"applicability":[132],"proposed":[135],"methodology":[136],"using":[137],"from":[139],"large":[141],"environment.":[145]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}