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Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture

Relevance of the Multi-perspective Approach

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A Publisher Correction to this article was published on 28 September 2023

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Abstract

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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Notes

  1. Theoretically, we could have up 27 points in this space. The nine points listed here make the most significant meaning when combining the three modeling perspectives.

  2. http://www.jetstar.com.

  3. http://www.vietjetair.com.

  4. http://www.vietnamairlines.com.

  5. ArchiMate modeling language http://www.archimate.nl/.

  6. Full description of these SLAs in Vietnamese can be found at URLs given in footnotes \(\dagger\), \(\ddagger\) and \(IV\) of Table 6.

  7. https://firebase.google.com/docs/firestore.

  8. Note that if non-cost SLA factors two services are the same, the one with lower cost will be preferred.

  9. https://hyperledger-fabric.readthedocs.io.

  10. https://github.com/google/leveldb.

  11. http://couchdb.apache.org.

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Acknowledgements

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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  1. Faculty of Computer Science and Engineering, Ho Chi Minh City University of Technology (VNU-HCM), Ho Chi Minh City, Vietnam

    Lam-Son Lê

  2. Faculty of Information Technology, Can Tho University of Technology, Can Tho, Vietnam

    Trung-Viet Nguyen

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  1. Lam-Son Lê
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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

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