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Gerenciamento da capacidade produtiva de um sistema de educação a distância: coordenação das funções manutenção e gestão de contratos.; Capacity management of a distance education system: coordination of the maintenance and contract management functions.

Berssaneti, Fernando Tobal
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 09/11/2006 PT
Relevância na Pesquisa
65.86%
Nos tempos atuais, cada vez mais as organizações têm investido em equipamentos e infra-estrutura de educação a distância (EAD). Grande parte dos estudos até hoje realizados dizem respeito a aspectos pedagógicos relacionados a esse tipo de sistema produtivo. Contudo, há poucos estudos dedicados a sua gestão. Esta dissertação busca, por meio de uma pesquisa à literatura pertinente, seguida de uma pesquisa de campo, sistematizar o conhecimento sobre a gestão de um sistema de operações de EAD, buscando formas para otimizar sua disponibilidade operacional. Ao longo do trabalho, a disponibilidade é tratada com um indicador de resultado de duas diferentes funções da organização: função gestão de contratos e função manutenção. A primeira diz respeito ao acordo de nível de serviço (SLA) firmado entre a organização foco deste estudo e um fornecedor de serviços de telecomunicações. A segunda função compreende a forma como são adotadas abordagens ou políticas de manutenção para os equipamentos utilizados para a execução desse tipo de serviço. Assim, descreve-se o contexto em que se inserem a disponibilidade e as duas funções a ela relacionadas e buscam-se formas para coordenar essas funções com o objetivo de otimizar a disponibilidade operacional do sistema produtivo. Algumas proposições foram estruturadas e verificadas numa organização...

Método para identificação de parâmetros de qualidade de serviços aplicados a serviços móveis e interativos.; Method for eliciting the quality of service parameters for interactive and mobile services.

Serra, Ana Paula Gonçalves
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 01/06/2007 PT
Relevância na Pesquisa
76.05%
Atualmente, os usuários desejam obter, fornecer, compartilhar e interagir com informações e serviços com conteúdo multimídia em qualquer lugar, a qualquer momento e com qualquer dispositivo. Para que isso seja possível, um dos grandes desafios é assegurar a QoS (Quality of Service) fim a fim (entre o usuário final e a organização provedora de serviço) para a disponibilização de serviços móveis e interativos com conteúdo multimídia para os usuários finais. Em geral esse tipo de serviço têm maior exigência de QoS, pois além dos parâmetros de redes, possuem parâmetros específicos para áudio, imagem e vídeo, além de exigirem sincronização de áudio e vídeo, e a QoS fim a fim deve considerar parâmetros de QoS sob a percepção do usuário final. Com isso, o objetivo deste trabalho é propor um método para o levantamento de parâmetros de QoS para o estabelecimento de USLAs (User Service Level Agreements - Acordo do Nível de Serviço do Usuário) entre a organização provedora de serviço e o usuário final para serviços móveis e interativos com conteúdo multimídia em um ambiente de convergência tecnológica. O método consiste em quatro passos: 1. identificação do serviço a ser oferecido ao usuário final e elaboração de um grafo em árvore...

Detecção de violações de SLA em coreografias de serviços Web; Detection of SLA Violations in Web Service Choreography

Diaz, Victoriano Alfonso Phocco
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 22/03/2013 PT
Relevância na Pesquisa
65.86%
Coreografias de serviços Web representam uma forma mais escalável e flexível de compor serviços do que uma abordagem centralizada como a orquestração, e seu papel na integração e comunicação de sistemas de larga escala é vital para os objetivos da SOC (Computação Orientada a Serviços) e da Internet do Futuro. Atualmente coreografias de serviços Web possuem vários desafios de pesquisa, dos quais a qualidade de serviço (QoS) e o monitoramento de coreografias de serviçosWeb são linhas importantes. O objetivo deste trabalho é propor e implementar um mecanismo de monitoramento não intrusivo de coreografias de serviços Web baseado em SLAs (Acordos de Nível de Serviço) que especificam as restrições de atributos de QoS de maneira probabilística. Esta dissertação propõe um mecanismo para coreografias de serviços Web que: (1) define requisitos de QoS; (2) especifica contratos probabilísticos sobre parâmetros de QoS usando SLA; e (3) realiza um monitoramento não intrusivo de coreografias de serviços Web para detectar violações de SLA.; Web services choreographies are a more scalable and flexible way to compose services than a centralized approach like orchestrations, and its role in the integration and communication of large-scale systems is vital for the goals of SoC (Service Oriented Computing) and Future Internet. Currently...

Distributed admission control for QoS and SLS management

Lima, Solange; Carvalho, Paulo; Freitas, Vasco
Fonte: Kluwer Publicador: Kluwer
Tipo: Artigo de Revista Científica
Publicado em /09/2004 ENG
Relevância na Pesquisa
55.88%
This article proposes a distributed admission control (AC) model based on on-line monitoring to manage the quality of Internet services and Service Level Specifications (SLSs) in class-based networks. The AC strategy covers intra- and interdomain operation, without adding significant complexity to the network control plane and involving only edge nodes. While ingress nodes perform implicit or explicit AC resorting to service-oriented rules for SLS and QoS parameters control, egress nodes collect service metrics providing them as inputs for AC. The end-to-end operation is viewed as a cumulative and repetitive process of AC and available service computation.We discuss crucial key points of the model implementation and evaluate its two main components: themonitoring process and the AC criteria. The results show that, using proper AC rules and safety margins, service commitments can be efficiently satisfied, and the simplicity and flexibility of the model can be explored to manage successfully QoS requirements of multiple Internet services.

Service level management: uma base de entendimento entre a gestão empresarial e as tecnologias da informação?

Chaveiro, Tony
Fonte: Universidade do Algarve. Faculdade de Economia Publicador: Universidade do Algarve. Faculdade de Economia
Tipo: Parte de Livro
Publicado em 26/10/2004 POR
Relevância na Pesquisa
55.81%
O presente artigo pretende esclarecer a importância e utilidade do chamado Service Level Management (SLM) para o mundo empresarial. É pretendido apresentar, através da análise dos benefícios e custos do modelo, uma possível interface de diálogo aceitável entre a comunidade informática e os gestores económicos. Ao longo do artigo são abordados conceitos fundamentais acerca do SLM e da sua utilidade como ferramenta de gestão. É focada a posição que o SLM ocupa nos Service Level Agreement (SLA) e a sua importância como instrumento de medição.

Show Me the Money: Contracts and Agents in the Service Level Agreement Markets

McKnight, Lee; Lehr, William
Fonte: MIT - Massachusetts Institute of Technology Publicador: MIT - Massachusetts Institute of Technology
Formato: 74800 bytes; application/pdf
EN_US
Relevância na Pesquisa
75.88%
Delivering real-time services (Internet telephony, video conferencing, and streaming media as well as business-critical data applications) across the Internet requires end-to-end quality of service (QoS) guarantees, which requires a hierarchy of contracts. These standardized contracts may be referred to as Service Level Agreements (SLAs). SLAs provide a mechanism for service providers and customers to flexibly specify the service to be delivered. The emergence of bandwidth and service agents, traders, brokers, exchanges and contracts can provide an institutional and business framework to support effective competition. This article identifies issues that must be addressed by SLAs for consumer applications. We introduce a simple taxonomy for classifying SLAs based on the identity of the contracting parties. We conclude by discussing implications for public policy, Internet architecture, and competition.

Negotiation towards service level agreements: a life cycle based approach

Hashmi, Sajid Ibrahim; Haque, Rafiqul; Schmieders, Eric; Richardson, Ita
Fonte: IEEE Computer Society Publicador: IEEE Computer Society
Tipo: Conference item; all_ul_research; ul_published_reviewed; none
ENG
Relevância na Pesquisa
75.92%
non-peer-reviewed; Service Based Systems (SBSs) are composed of loosely coupled services. Different stakeholders in these systems, e.g. service providers, service consumers, and business decision makers, have different types of concerns which may be dissimilar or inconsistent. Service level agreements (SLAs) play a major role in ensuring the quality of SBSs. They stipulate the availability, reliability, and quality levels required for an effective interaction between service providers and consumers. It has been noticed that because of having conflicting priorities and concerns, conflicts arise between service providers and service consumers while negotiating over the functionality of potential services. Since these stakeholders are involved with different phases the life cycle, it is really important to take into consideration these life cycle phases for proposing any kind of SLA negotiation methodology. In this research, we propose a stakeholder negotiation strategy for Service Level Agreements, which is based on prioritizing stakeholder concerns based on their frequency at each phase of the SBS development life cycle. We make use of a Collaxa BPEL orchestration server loan service example to demonstrate the applicability of the proposed approach. In addition...

E-GP Functional Specifications

Asian Development Bank; Inter-American Development Bank; World Bank
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
EN_US
Relevância na Pesquisa
65.95%
Authorities in developed and newly developing countries alike have been seeking to reform and strengthen the governance and management frameworks around their systems of public procurement. Their objectives have been to enhance effective management, reduce the risk of corruption, promote economic activity, and strengthen policy and strategic development. Increasingly an important part of these reforms has become the systematic application of technology to the processes of public procurement, including in the advertising of business opportunities, management of information and workflows, document delivery, purchase orders and transactions. This systematic application of technology to government procurement, or e-Government Procurement (e-GP), can lead to a substantial automation of the procurement process but requires significant reforms and process improvements in the management of procurement. These reforms have seen the introduction of new procurement laws and regulations, the introduction of new training for public procurement officers...

NAVSUP hosting requirements and service level agreements

Gaines, Leonard T.
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Relatório
Relevância na Pesquisa
56.05%
This paper consists of a statement of work (SOW) and its related service level agreements (SLAs) for hosting services. The paper will he used as part of contract negotiations to outsource the hosting functions for NAVSUP owned applications. The SOW contains the hosting requirements that NAVSUP believes are necessary to support the application. NAVSUP will maintain control and responsibility of the application software, but all server and infrastructure hardware as well as system software support (operating system, monitoring software, utilities, and infrastructure software), is the responsibility of the service provider. The SOW details hosting requirements at three levels to allow program managers to select the levels and the corresponding services that best meet their needs. A service level agreement (SLA) is an agreement between a provider of services and a customer that defines a level of performance. This agreement defines in measurable terms the service to be performed, the level of service that is acceptable, and the means to determine if the service is being provided at the agreed upon levels. SLAs define the quality of service, and how it is measured. There are fourteen SLAs defined that support the SOW. This paper provides a starting point for negotiating host services. The intent of this paper is to give the program managers a document that listed hosting services that will provide a high level of support for their application. The SOW and SLA were designed to meet the needs of most applications...

Configuration Checking and Design Optimization of Storage Area Networks; Konfigurationsvalidierung und Entwurfsoptimierung von Speichernetzen

Gençay, Eray
Fonte: Universität Tübingen Publicador: Universität Tübingen
Tipo: Dissertation; info:eu-repo/semantics/doctoralThesis
EN
Relevância na Pesquisa
55.81%
Storage Area Networks (SANs) connect groups of storage devices to servers over fast interconnects, so that storage resources can be pooled and assigned to applications in a flexible and scalable way. An important challenge lies in managing the complexity of the resulting massive SAN configurations. Policy-based validation has been proposed earlier as a solution to this configuration problem. We propose a light-weight, SQL-based solution that uses existing well-known technologies to implement such a validation system. Our approach is based on a relational database which stores conguration data extracted from the system via a WBEM standard interface. In contrast to other approaches, we use SQL to define our policy rules as executable checks on these configuration data. Another problem that is caused by the high complexity of a SAN is to find an optimal SAN design. Human SAN experts usually build a SAN topology following some rules of thumb. These rules lead often to a reliable SAN, but they do not necessarily minimize the total cost of the network, or provide a better topology to meet the Service Level Agreements (SLAs). In this dissertation, we also consider the problem of designing a SAN in an optimal way, while additionally taking a number of SLAs into account. First...

A COMPREHENSIVE SERVICE MANAGEMENT MIDDLEWARE FOR AUTONOMIC MANAGEMENT OF COMPOSITE WEB SERVICES-BASED PROCESSES

ZULKERNINE, FARHANA H
Fonte: Quens University Publicador: Quens University
Tipo: Tese de Doutorado Formato: 1717053 bytes; application/pdf
EN; EN
Relevância na Pesquisa
55.88%
Web services are autonomic software applications that provide specific services on the Web and are accessible through standards-based protocols and interfaces in order to ensure interoperability. Web services have gained immense popularity due to the potential of dynamically composing multiple Web services over the Internet into complex multi-organizational Business-to-Business and Business-to-Consumer processes. The management of such composite processes, however, poses a non-trivial problem in terms of cost and complexity due to technology growth, increasing consumer demands for service quality, and the varying Internet workload. Based on a study of the state-of-the-art and a critical assessment of the limitations of the existing solutions, we present the Comprehensive Service Management Middleware (CSMM) framework to facilitate execution of the four major tasks of client-side process management namely, service selection, negotiation of Service Level Agreement (SLA), composition and execution of the process, and monitoring and validation of SLAs. We also propose the Negotiation Broker (NB) framework for automated intelligent agent-based negotiation of Service Level Agreements (SLAs), and the Performance Monitor (PM) framework for distributed client-side monitoring and verification of SLAs. The NB expedites bilateral bargaining of SLAs in a trusted broker framework with enhanced decision algorithms to enable consumer feedback during negotiation. The PM presents a flexible and extensible trusted monitoring solution...

Service Level Agreement Complexity: Processing Concerns for Standalone and Aggregate SLAs

Lamb, Christopher C.; Heileman, Gregory L.
Fonte: Universidade Cornell Publicador: Universidade Cornell
Tipo: Artigo de Revista Científica
Publicado em 27/07/2014
Relevância na Pesquisa
55.81%
In this paper, we examine the problem of a single provider offering multiple types of service level agreements, and the implications thereof. In doing so, we propose a simple model for machine-readable service level agreements (SLAs) and outline specifically how these machine-readable SLAs can be constructed and injected into cloud infrastructures - important for next-generation cloud systems as well as customers. We then computationally characterize the problem, establishing the importance of both verification and solution, showing that in the general case injecting policies into cloud infrastructure is NP-Complete, though the problem can be made more tractable by further constraining SLA representations and using approximation techniques.

Rule-based Knowledge Representation for Service Level Agreement

Paschke, Adrian
Fonte: Universidade Cornell Publicador: Universidade Cornell
Tipo: Artigo de Revista Científica
Publicado em 21/09/2006
Relevância na Pesquisa
55.89%
Automated management and monitoring of service contracts like Service Level Agreements (SLAs) or higher-level policies is vital for efficient and reliable distributed service-oriented architectures (SOA) with high quality of ser-vice (QoS) levels. IT service provider need to manage, execute and maintain thousands of SLAs for different customers and different types of services, which needs new levels of flexibility and automation not available with the current technol-ogy. I propose a novel rule-based knowledge representation (KR) for SLA rules and a respective rule-based service level management (RBSLM) framework. My rule-based approach based on logic programming provides several advantages including automated rule chaining allowing for compact knowledge representation and high levels of automation as well as flexibility to adapt to rapidly changing business requirements. Therewith, I address an urgent need service-oriented busi-nesses do have nowadays which is to dynamically change their business and contractual logic in order to adapt to rapidly changing business environments and to overcome the restricting nature of slow change cycles.; Comment: Doctoral Symposium of 4th Conf. on Multiagent System Technologies (MATES'06), Germany...

Service Level Agreement (SLA) in Utility Computing Systems

Wu, Linlin; Buyya, Rajkumar
Fonte: Universidade Cornell Publicador: Universidade Cornell
Tipo: Artigo de Revista Científica
Publicado em 14/10/2010
Relevância na Pesquisa
65.93%
In recent years, extensive research has been conducted in the area of Service Level Agreement (SLA) for utility computing systems. An SLA is a formal contract used to guarantee that consumers' service quality expectation can be achieved. In utility computing systems, the level of customer satisfaction is crucial, making SLAs significantly important in these environments. Fundamental issue is the management of SLAs, including SLA autonomy management or trade off among multiple Quality of Service (QoS) parameters. Many SLA languages and frameworks have been developed as solutions; however, there is no overall classification for these extensive works. Therefore, the aim of this chapter is to present a comprehensive survey of how SLAs are created, managed and used in utility computing environment. We discuss existing use cases from Grid and Cloud computing systems to identify the level of SLA realization in state-of-art systems and emerging challenges for future research.; Comment: 27 pages, 4 tables, 6 figures

Service Level Agreement for the QoS Guaranteed Mobile IPTV Services over Mobile WiMAX Networks

Chowdhury, Mostafa Zaman; Trung, Bui Minh; Jang, Yeong Min; Kim, Young-Il; Ryu, Won
Fonte: Universidade Cornell Publicador: Universidade Cornell
Tipo: Artigo de Revista Científica
Publicado em 23/05/2011
Relevância na Pesquisa
65.94%
While mobile IPTV services are supported through the mobile WiMAX networks, there must need some guaranteed bandwidth for the IPTV services especially if IPTV and non-IPTV services are simultaneously supported by the mobile WiMAX networks. The quality of an IPTV service definitely depends on the allocated bandwidth for that channel. However, due to the high quality IPTV services and to support of huge non-IPTV traffic over mobile WiMAX networks, it is not possible to guarantee the sufficient amount of the limited mobile WiMAX bandwidth for the mobile IPTV services every time. A Service Level Agreement (SLA) between the mobile IPTV service provider and mobile WiMAX network operator to reserve sufficient bandwidth for the IPTV calls can increase the satisfaction level of the mobile IPTV users. In this paper, we propose a SLA negotiation procedure for mobile IPTV users over mobile WiMAX networks. The Bandwidth Broker controls the allocated bandwidth for IPTV and non-IPTV users. The proposed dynamically reserved bandwidth for the IPTV services increases the IPTV user's satisfaction level. The simulation results state that, our proposed scheme is able to provide better user satisfaction level for the IPTV users.; Comment: 6 pages, 5 figures

Model Checking Probabilistic Real-Time Properties for Service-Oriented Systems with Service Level Agreements

Krause, Christian; Giese, Holger
Fonte: Universidade Cornell Publicador: Universidade Cornell
Tipo: Artigo de Revista Científica
Publicado em 14/11/2011
Relevância na Pesquisa
55.9%
The assurance of quality of service properties is an important aspect of service-oriented software engineering. Notations for so-called service level agreements (SLAs), such as the Web Service Level Agreement (WSLA) language, provide a formal syntax to specify such assurances in terms of (legally binding) contracts between a service provider and a customer. On the other hand, formal methods for verification of probabilistic real-time behavior have reached a level of expressiveness and efficiency which allows to apply them in real-world scenarios. In this paper, we suggest to employ the recently introduced model of Interval Probabilistic Timed Automata (IPTA) for formal verification of QoS properties of service-oriented systems. Specifically, we show that IPTA in contrast to Probabilistic Timed Automata (PTA) are able to capture the guarantees specified in SLAs directly. A particular challenge in the analysis of IPTA is the fact that their naive semantics usually yields an infinite set of states and infinitely-branching transitions. However, using symbolic representations, IPTA can be analyzed rather efficiently. We have developed the first implementation of an IPTA model checker by extending the PRISM tool and show that model checking IPTA is only slightly more expensive than model checking comparable PTA.; Comment: In Proceedings INFINITY 2011...

SLA-based risk analysis in cloud computing environments

Almathami, Mohammed
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Tese de Doutorado
EN_US
Relevância na Pesquisa
65.91%
The cloud computing has been evolved in recent years which led many customers to utilize the cloud computing technologies. The research work in this area has spread due to many issues that have coincided with the vast growth of the cloud computing technologies. On the other hand, the cloud security concern has become one of the important issues that cloud computing introduces. One of the main components of cloud services is the service level agreement (SLA) that works as a contractual document between the cloud providers and their customers and states some metrics and parameters that must be enforced by the cloud providers or consumers. Despite various issues of the SLA in cloud computing, there is one issue that has not been discussed frequently in cloud computing security, which is the SLA in term of risk management. This research tends to perform SLA-based risk analysis in cloud computing environments. Moreover, it evaluates different SLA parameters such the risk factor, the response time factor, and the service cost factor. This paper also designates the importance of considering risk management as an SLA parameter in the negotiation stage between the provider and the consumer. However, it looks for the relation between those SLA metrics and risk factor associated with the cloud services.

Service level agreements and virtual machines

Caminiti, Jordan
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Tese de Doutorado
EN_US
Relevância na Pesquisa
86.06%
Virtual machines (VMs) have been used for some time now, but only now with the newer and faster hardware that is being developed, now it is possible to consolidate many machines down to a single one running multiple instances of operating systems each with their own purpose. For as long as there have been users to use the servers, there has been the need for service level agreements. Now with the virtualization of services comes the need for a new breed of service level agreements. Service level agreements (SLAs) rarely exist for virtual servers unlike physical servers. Since this is the case, an effective SLA needs to be developed so the users of the virtual machines can know and be guaranteed their service like they were with the physical server. Questions such as, is it possible to take an existing service level agreement with the metrics from a physical server and transfer it directly to the virtual server? Are there changes that need to be made to the SLA in order for the SLA to be functional? These questions will be addressed in this study, along with a discussion on why changes would need to be made when moving a SLA to a virtual environment from a physical server. It is indeed possible to take most of the preexisting service level agreement that was written for a physical server and with modifications to metrics of CPU usage and memory utilization use it in a virtual environment. Additional metrics need to be made to the SLA when it is transferred to the virtual environment in order for the SLA to work effectively. These new metrics were found...

Service level agreement in virtualized environment

Sanchez Fermin, Steven
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Tese de Doutorado
EN_US
Relevância na Pesquisa
96.05%
The Service Level Agreement is a process of negotiation in which the business (Managers, IT staff) and customers establish a common understanding about services, priorities and responsibilities. The purpose of this project is to analyze which metrics of physical environment can be used to recommend optimized Service Level Agreements for virtual environment. For the Analysis of this project, an enterprise-class hypervisor VMware ESXi and the tools VSphere Client, Solarwinds Engineer's Toolset and PRTG Network Monitor are used to make a virtual laboratory. The results showed the aspects to take into consideration to make and guaranty the most favorable Service Level Agreement in virtualized environment.

Service level agreement em cloud computing : um estudo de caso

Catela, Miguel Ferreira
Fonte: Instituto Superior de Economia e Gestão Publicador: Instituto Superior de Economia e Gestão
Tipo: Dissertação de Mestrado
Publicado em //2012 POR
Relevância na Pesquisa
96.13%
Mestrado em Ciências Empresariais; O cloud computing é um novo modelo de negócio, que pressupõe a utilização de recursos tecnológicos em regime pay-as-you-go, permitindo que as empresas se foquem no seu core business, transformando as despesas de capital em despesas operacionais. Num ambiente cloud computing, o Service Level Agreement (SLA) é um documento que pretende gerir as expectativas do fornecedor de serviços e do cliente, relativamente à qualidade do serviço entregue, medindo e validando se os parâmetros previamente acordados são cumpridos. Com a elaboração deste trabalho pretende-se responder à questão de investigação: "Como negociar um Service Level Agreement para um ambiente cloud computing"?. Desta forma, realizou-se um estudo de caso numa empresa portuguesa, de média dimensão, fornecedora de soluções cloud. Procedeu-se a uma recolha de dados quantitativa e qualitativa, por meio de inquérito aos clientes da empresa, e posteriores entrevistas a um administrador (e responsável estratégico da cloud), e à responsável do serviço de suporte a clientes. Este trabalho contribui com uma reflexão sobre como um SLA deve ser estruturado e qual deverá ser o seu conteúdo; indica o conhecimento que as empresas possuem sobre os SLAs...