• DocumentCode
    1928772
  • Title

    CM3: service level agreement

  • Author

    Kajko-Mattsson, Mira ; Ahnlund, Cecilia ; Lundberg, Elisabeth

  • Author_Institution
    Software Maintenance Lab., Stockholm Univ., Kista, Sweden
  • fYear
    2004
  • fDate
    11-14 Sept. 2004
  • Firstpage
    432
  • Lastpage
    436
  • Abstract
    To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called service level agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM3: SLA, and is part of a major model called CM3: SLA/OLA.
  • Keywords
    customer services; organisational aspects; technical support services; CM3: SLA/OLA; SLA model; Sweden; service level agreement; Costs; Customer profiles; Customer satisfaction; Personnel; Portfolios; Process planning; Software maintenance; Waste materials;
  • fLanguage
    English
  • Publisher
    ieee
  • Conference_Titel
    Software Maintenance, 2004. Proceedings. 20th IEEE International Conference on
  • ISSN
    1063-6773
  • Print_ISBN
    0-7695-2213-0
  • Type

    conf

  • DOI
    10.1109/ICSM.2004.1357830
  • Filename
    1357830
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=1928772