Cluster Computing

, Volume 16, Issue 4, pp 961–977 | Cite as

A framework for SLA management in cloud computing for informed decision making

  • Adil Hammadi
  • Omar Khadeer HussainEmail author
  • Tharam Dillon
  • Farookh Khadeer Hussain


In cloud computing, service providers offer cost-effective and on-demand IT services to service users on the basis of Service Level Agreements (SLAs). However the effective management of SLAs in cloud computing is essential for the service users to ensure that they achieve the desired outcomes from the formed service. In this paper, we introduce a SLA management framework that will enable service users to select the best available service provider on the basis of its reputation and then monitor the run time performance of the service provider to determine whether or not it will fulfill its promise defined in the SLA. Such analysis will assist the service user to make an informed decision about the continuation of service with the service provider.


Service level agreement Reputation Transactional risk Performance risk Financial risk 


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Copyright information

© Springer Science+Business Media New York 2012

Authors and Affiliations

  • Adil Hammadi
    • 1
  • Omar Khadeer Hussain
    • 1
    Email author
  • Tharam Dillon
    • 2
  • Farookh Khadeer Hussain
    • 3
  1. 1.School of Information SystemsCurtin Business SchoolPerthAustralia
  2. 2.Department of Computer Science and Computer EngineeringLa Trobe UniversityMelbourneAustralia
  3. 3.Decision Support and e-Service Intelligence Lab, Quantum Computation and Intelligent Systems, School of Software, Faculty of Engineering and Information TechnologyUniversity of TechnologySydneyAustralia

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