A reference model for a service level agreement: in domain of information sharing services

Abstract

Information sharing between government organizations is regulated by Service Level Agreements (SLA’s). Design and implementation of an SLA demands involvement representatives of several organizations. They need to communicate with the same concepts and validate the requirements for the service and quality indicators. In order to support the design of an SLA and its monitoring, we propose related concept, goal and protocol reference models. The first conceptual model view is built using a literature review. The next model views include the details found by analysis of existing SLA’s. The novelty of our models is that they compose an SLA from service level objectives (SLO’s), explain the meaning of SLO’s monitoring, support execution of an SLA and expose the monitoring logics.