As service-orientation gathers traction in enterprise engineering, more and more business processes and capabilities alike are wrapped up and viewed as services in today’s digital enterprises. Digital servitization is neither a rebranding nor a syntax sugar in enterprise engineering. It opens the door to innovative business models, novel system architecture, to name just a few. Central to service provisioning is the notion of commitment that captures contractual agreements between the provider and the consumer of the service in question, describing not only computer-interpretable factors (e.g., reliability, payment), but also business rules (e.g., service penalty) of the commitment. Widely known as the service level agreement, this building block of service-oriented enterprise engineering is pushed towards virtual when it comes to digital servitization. In this article, we propose a descriptive framework for digital enterprise services together with devised techniques for the alignment and reinforcement of the service level agreement. The relevance and applicability of the multi-perspective approach to service engineering are among our findings, which are illustrated using a few examples and a real-life case-study.
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Work presented in this article is funded by Ho Chi Minh City Department of Science and Technology, under grant number 12/2018/HÐ-QKHCN
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This article is part of the topical collection “Future Data and Security Engineering 2019” guest edited by Tran Khanh Dang.
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Lê, LS., Nguyen, TV. Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture. SN COMPUT. SCI. 1, 257 (2020). https://doi.org/10.1007/s42979-020-00256-2