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International Journal of Advanced Computer Science and Applications(IJACSA), 4(2), 2013 ; Service Oriented Computing is playing an important role in sharing the industry and the way business is conducted and services are delivered and managed. This paradigm is expected to have major impact on service economy; the service sector includes health services, financial services, government services, etc. This involves significant interaction between clients and service providers[1]. This paper is pointed in addressing the problem of enabling Service Level Agreement (SLA) oriented resources allocation in data centers to satisfy competing applications demand for computing services. A QoS report designed to compare performance variables to QoS parameters and indicate when a threshold has been crossed. This paper was suggested a methodology which helps in SLA evaluation and comparison. The methodology was found on the adoption of policies both for service behavior and SLA description and on the definition of a metric function for evaluation and comparison of policies. In addition, this paper contributes a new philosophy to evaluate the agreements between user and service provider by monitoring the measurable and immeasurable qualities to extract the decision by using artificial neural networks (ANN). ; http://thesai.org/Downloads/Volume4No2/Paper_11-Neural_Network_Solution_For_Service_Level_Agreement.pdf

Service level agreements (SLAs) are informal contracts agreed between supplier and user of a service. Defines the performance required of the service and puts in place measurement mechanisms whereby actual performance against targets can be monitored. Through placing emphasis on closer communication between customer and supplier and providing objective measures of actual performance against targets, the adoption of SLAs can provide a significant contribution to an organization's pursuit of TQM goals. Outlines the SLA process and illustrates benefits which accrue through the adoption of SLAs.

Cybersecurity requirements, such as data security, are often used as evidence for the Government's relationship with external service providers to process, store and transmit sensitive government data. However, cybersecurity researchers have not profoundly studied the practical application of government data security requirements (e.g. data confidentiality) in service level agreements (SLAs) in the context of an outsourced scenario. The relationships with external service providers are usually established through SLAs as trust-enhancing instruments. However, there is a concern that existing SLAs mainly focus on the system availability and performance aspects but overlook cybersecurity requirements (e.g. data security) in SLAs. Such an understanding is essential to develop government SLA data confidentiality requirements into the formulation of security-related SLAs. We seek to provide insights by developing and conducting a grounded adaptive Delphi method (GADM) with 35 government participants through group discussions and individual sessions. The work on the Indonesian Government's data confidentiality requirements was used as a case study. This paper provides insights into three understandings of the increasing considerations of the Government's data confidentiality requirements in SLA definitions. The three perceptions of security-related SLAs are the target of protection, the data confidentiality risks and the government SLA data confidentiality requirements. Our findings play important implications for a better understanding of how to incorporate data confidentiality requirements according to perceived threats for government data classification in security-SLAs. Based on these findings, we recommend that the Government and service providers improve existing security-related SLAs and future research lines.

This article describes a dataset of different services acquired by users during the period in which they are active in a sports facility as well as their behavior in terms of frequency of the sport facility itself and the type of classes they prefer to attend. Each observation in the dataset corresponds to one user, including the features of subscriptions and frequency. Data were collected between June 1st 2014 and October 31st 2019 from a database of an ERP solution operating in a sports facility in Lisbon, Portugal. From this database, it was possi- ble to perform operations of extraction, transformation and loading into the dataset. The dataset with real data can be useful for research in ar- eas such as customer retention, machine learning, marketing, actionable knowledge and others. Although we present real data from users of a sports facil- ity, in order to comply the GDPR legislation, the attributes that could identify the users were removed making the data anonymized. ; info:eu-repo/semantics/publishedVersion

Die Betrachtung einer Multi- Media- Agentur aus betriebswirtschaftlicher Sicht hat zunehmend mit der Generierung von Wettbewerbsvorteilen und der Konzentration auf bestimmte Teilmärkte zu tun. Es wird keine isolierte Dienstleistung gesucht, gesucht wird stattdessen Kundenzufriedenheit, der Erfolg der erbrachten Dienstleistung wird dabei im relevanten Markt des Auftraggebers gemessen. Agenturen sind ständig bestrebt eine Professionalisierung ihrer Dienste im Sinne der Kundenanforderungen zu erzielen. Gleichzeitig bestimmen Wirtschaftlichkeitsfaktoren die Konzentration auf die vom Kunden honorierten Mehrwerte. Die zentrale Fragestellung zu dieser Studie lautet daher: Gibt es standardisierbare Kriterien hinsichtlich der Qualität einer Leistung zwischen einer Multi- Media- Agentur und dem Agentur-Kunden, welche zu Vereinbarungen über bestimmte Elemente der Leistungserbringung führen und die weiterhin zu einem Wettbewerbsvorteil führen und nicht ausschließlich mit Produktivitätssenkung bezahlt werden? Es wird demzufolge in dieser Arbeit untersucht, welche Qualitätsfaktoren unternehmensrelevant sind und wie eine systematische Erfassung und Nutzung dieser Daten erfolgen kann. Das Einholen von Feedback und die daraus geschlossenen notwendigen Anpassungen an das Service Level Agreement sind dafür von hoher Wichtigkeit. Henry Voßiek, MBA, Jahrgang 1969, hat nach 15-jähriger Berufserfahrung als Selbstständiger und Geschäftsführer im Bereich der digitalen Kommunikation, berufsbegleitend den Grad des Master of Business Administration im Studiengang Medien- und Marketing erlangt. Seit 2011 ist er, gemeinsam mit Lucas von Gwinner, Gründer und Geschäftsführer des Digitaloffice mit Sitz in Dortmund und München. Aus den Erfahrungen Beider hat sich das Digitaloffice darauf spezialisiert in Unternehmen digitale Potenziale zu heben. Damit wird einem renommierten Kundenkreis, digitale Markenführung und Umsetzungssteuerung aus einer Hand geboten. Die vorliegende Studie dient als Anleitung, digitale Medien als Agenturleistung wirtschaftlich, unterscheidbar, bewertbar und schließlich kundenoptimal zu erstellen.

Many governments are increasingly reliant on externalservice providers to process, store or transmit sensitivedata on behalf of the government. This study is motivated by the problem of preserving the confidentiality of sensitive government data, particularly following Edward Snowden's revelations of alleged pervasive surveillance, a problem posed by foreign intelligence services to the Indonesian government in 2013. In this paper, we discuss the idea of proposing TrustworthyService Level Agreements (TSLA) as a means of incorporating security considerations (considering confidentiality) into a Service Level Agreement (SLA) between a service provider and the customer (e.g. government). In particular, we classify confidentialityrequirements and capabilities according to a typical threat profile for government data classification, by describing five discrete levels of security precautions that can be negotiated between the government and service providers to ensure the confidentiality of sensitive data handled by the providers. It further provides an evaluation framework for assessing and clarifying security considerations in SLAs. The levels of assurance should serve as a foundation for expressing security considerations (including threats, requirements, and capabilities) in SLAs as well as fordesigning information system services regarding security. The contribution of this paper is in developing five distinctive levels of increasing assurance that can be applied to the formulation of security-related SLAs, as well as in discussing the discrete levels, using the context of a government cloud.

This article describes a dataset of different services acquired by users during the period in which they are active in a sports facility as well as their behavior in terms of frequency of the sport facility itself and the type of classes they prefer to attend. Each observation in the dataset corresponds to one user, including the features of subscriptions and frequency. Data were collected between June 1st 2014 and October 31st 2019 from a database of an ERP solution operating in a sports facility in Lisbon, Portugal. From this database, it was possible to perform operations of extraction, transformation and loading into the dataset. The dataset with real data can be useful for research in areas such as customer retention, machine learning, marketing, actionable knowledge and others. Although we present real data from users of a sports facility, in order to comply the GDPR legislation, the attributes that could identify the users were removed making the data anonymized.

Many government agencies (GAs) increasingly rely on external computing, communications and storage services supplied by service providers (SPs) to process, store or transmit sensitive data to increase scalability and decrease the costs of maintaining services. The relationships with external SPs are usually established through service level agreements (SLAs) as trust-enhancing instruments. However, there is a concern that existing SLAs are mainly focused on the system availability and performance aspects, but overlook security in SLAs. In this paper, we investigated 'real world' SLAs in terms of security guarantees between GAs and external SPs, using Indonesia as a case study. This paper develops a grounded adaptive Delphi method to clarify the current and potential attributes of security-related SLAs that are common among external service offerings. To this end, we conducted a longitudinal study of the Indonesian government auctions of 59 e-procurement services from 2010-2016 to find 'auction winners'. Further, we contacted five selected major SPs (n = 15 participants) to participate in a three-round Delphi study. Using a grounded theory analysis, we examined the Delphi study data to categorise and generalise the extracted statements in the process of developing propositions. We observed that most of the GAs placed significant importance on service availability, but security capabilities of the SPs were not explicitly expressed in SLAs. Additionally, the GAs often use the provision of service availability to demand additional security capabilities supplied by the SPs. We also observed that most of the SPs found difficulties in addressing data confidentiality and integrity in SLAs. Overall, our findings call for a proposition-driven analysis of the Delphi study data to establish the foundation for incorporating security capabilities into security-related SLAs.

Part 2: Novel Sources of Trust and Trust Information ; International audience ; Many government agencies (GAs) increasingly rely on external computing, communications and storage services supplied by service providers (SPs) to process, store or transmit sensitive data to increase scalability and decrease the costs of maintaining services. The relationships with external SPs are usually established through service level agreements (SLAs) as trust-enhancing instruments. However, there is a concern that existing SLAs are mainly focused on the system availability and performance aspects, but overlook security in SLAs. In this paper, we investigated 'real world' SLAs in terms of security guarantees between GAs and external SPs, using Indonesia as a case study. This paper develops a grounded adaptive Delphi method to clarify the current and potential attributes of security-related SLAs that are common among external service offerings. To this end, we conducted a longitudinal study of the Indonesian government auctions of 59 e-procurement services from 2010–2016 to find 'auction winners'. Further, we contacted five selected major SPs (n = 15 participants) to participate in a three-round Delphi study. Using a grounded theory analysis, we examined the Delphi study data to categorise and generalise the extracted statements in the process of developing propositions. We observed that most of the GAs placed significant importance on service availability, but security capabilities of the SPs were not explicitly expressed in SLAs. Additionally, the GAs often use the provision of service availability to demand additional security capabilities supplied by the SPs. We also observed that most of the SPs found difficulties in addressing data confidentiality and integrity in SLAs. Overall, our findings call for a proposition-driven analysis of the Delphi study data to establish the foundation for incorporating security capabilities into security-related SLAs.