The ERP Hosting Use Case Scenario
Business applications are increasing delivered as on-demand services and Service Level Agreements (SLAs) are a common way to specify the exact conditions under which these services should be delivered, both for business- and IT-based services. This paradigm of service-orientation is expanding into different domains, including business and IT-based services. Services are composed of other services across domains, and as such SLAs must be managed across service hierarchies. Here, we present the lessons learned from applying a generic, multi-layer SLA management framework to the context of on-demand business applications. We explain the architecture implemented and show how a hierarchy of services can be managed using SLAs. We also explain how SLAs can be established for different layers and how SLA terms are translated across the service hierarchy.
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