Service-level agreements for electronic services

The potential of communication networks and middleware to enable the composition of services across organizational boundaries remains incompletely realized. In this paper, we argue that this is in part due to outsourcing risks and describe the possible contribution of Service-Level Agreements (SLAs) to mitigating these risks. For SLAs to be effective, it should be difficult to disregard their original provisions in the event of a dispute between the parties. Properties of understandability, precision, and monitorability ensure that the original intent of an SLA can be recovered and compared to trustworthy accounts of service behavior to resolve disputes fairly and without ambiguity. We describe the design and evaluation of a domain-specific language for SLAs that tend to exhibit these properties and discuss the impact of monitorability requirements on service-provision practices

The Access Model: Managing the transformation at aston university

Aston University Library and Information Services has followed an “access” strategy since 1985‐86, adopting the model of a specialized industrial information service. Its style of provision is characterized by services tailored to customer needs, innovation through IT and devolved financial management. Information resource provision has moved significantly from print to electronic sources, featuring distributed self‐service access via a campuswide network and promotion of information management skills among the whole community. Service level agreements for “standard” and “tailored” services are being developed with academic departments in the context of a trading company model. The role of information specialists has shifted from intermediary to adviser and facilitator, and now involves acting as local operations manager for a range of electronic products and services. Critical success factors include strategic and operational plans and priorities, staff of the right calibre, a supportive organization culture, an effective IT infrastructure and comprehensive management information systems

1 A Survey on Service Quality Description

Quality of service (QoS) can be a critical element for achieving the business goals of a service provider, for the acceptance of a service by the user, or for guaranteeing service characteristics in a composition of services, where a service is defined as either a software or a software-support (i.e., infrastructural) service which is available on any type of network or electronic channel. The goal of this article is to compare the approaches to QoS description in the literature, where several models and metamodels are included. consider a large spectrum of models and metamodels to describe service quality, ranging from ontological approaches to define quality measures, metrics, and dimensions, to metamodels enabling the specification of quality-based service requirements and capabilities as well as of SLAs (Service-Level Agreements) and SLA templates for service provisioning. Our survey is performed by inspecting the characteristics of the available approaches to reveal which are the consolidated ones and which are the ones specific to given aspects and to analyze where the need for further research and investigation lies. The approaches here illustrated have been selected based on a systematic review of conference proceedings and journals spanning various research areas in compute

Jurisdiction and cloud computing: Further challenges to Internet jurisdiction

Copyright © 2013 Kluwer Law InternationalThe importance of this timely research can also be evidenced by the recent European Commission Decision of 18.06.2013 on setting up the Commission Expert Group on Cloud Computing Contracts ((2013/C 174/04)

Library purchasing consortia in the UK: activity, benefits and good practice.

Following a brief introduction in Section 1, Section 2 sets out the operational context of library purchasing consortia. A range of key factors have shaped recent developments in the four LIS sectors under consideration (FE, HE, health and public libraries); some have exerted a common influence over all (e.g. information technology, European Commission purchasing directives, new central government, decline in bookfunds); some are sector-specific (e.g. purchasing arrangements, regional administrative frameworks, collaborative partnerships). The structure and markets of the book and periodical publishing industry in the UK are reviewed, with attention paid to historical as well as more recent practice that has had an impact on library supply. Although each component of the LIS purchasing consortia jigsaw displays individual characteristics that have evolved as a response to its own environment, the thread that links them together is constant change. Section 3 presents the results of a survey of identified library purchasing consortia in the four library sectors. It treats common themes of relevance to all consortia arising from information gathered by seminar input, questionnaire and interview. These include models of consortium operation, membership and governance, ‘typical’ composition of consortia in each sector, and links to analogous practice in other library sectors. Common features of the tendering and contract management process are elicited and attention paid to any contribution of procurement professionals. Finally, levels of consortium expenditure and cost savings are estimated from the published statistical record, which readily demonstrate in financial terms the efficiency of the consortial purchase model for all types of library in the United Kingdom. Section 4 presents the results of a survey of suppliers to libraries in the United Kingdom of books and periodicals, the two sectors most commonly represented in current contracts of library purchasing consortia. It sets out in some detail the operating context governing the highly segmented activities of library booksellers, as well as that pertaining to periodicals suppliers (also known as subscription agents). Detailed responses to questions on the effects of library purchasing consortia on suppliers of both materials have been gathered by questionnaire survey and selected follow-up interviews. Results are presented and analysed according to supply sector with attention given to the tendering process, current contracts under way, cross-sectoral clientele, and advantages and inhibitors of consortia supply. Further responses are reported on issues of how consortia have affected suppliers’ volume of trade, operating margins and market stability as perceived in their own business, the library supply sector and the publishing industry. Finally, overall conclusions are drawn and projections made as to future implications for both types of library suppliers. Section 5 synthesises findings, details enabling and inhibiting factors for consortia formation and models of best practice amongst consortia. The scope for cross-sectoral collaboration is discussed and found to be limited at present. Pointers are given for future activity

Library purchasing consortia: their activity and effect on the marketplace

This chapter is based on a survey undertaken for a BLRIC/LIC-funded research project (RIC/G/403). It describes the models of operation of purchasing consortia in three library sectors (health, higher education and public libraries) and discusses present and future savings deriving from consortial activity. The effects of consortia on suppliers are discussed and future activity predicted. The views expressed are those of the authors, not of BLRIC or LIC

Library purchasing consortia: the UK periodicals supply market

This article is based on surveys undertaken for a British Library Research and Innovation Centre/Library and Information Commission-funded research project. It describes the models of operation of purchasing consortia in two library sectors (health and higher education) and their expenditure patterns. Present and future savings deriving from consortial activity and the effects of consortia on periodicals suppliers are discussed. The article closes by predicting future activity

The CPTPP and Digital Trade: Embracing E-Commerce Opportunities for SMEs in Japan and Canada

One of the most innovative features of the CPTPP is its material on digital trade, especially its chapter on e-commerce which contains a number of provisions aimed at enhancing this vital sector of the economy by eliminating distortive trade barriers such as restrictions on data transfer and data localization requirements. Such provisions should be important to the CPTPP’s two largest parties: Canada and Japan, both of which are highly advanced economies seeking to enhance their digital trade capacity across the Pacific Rim. This paper explores the main features of the CPTPP concerning digital trade from the perspective of Small and Medium Sized Enterprises (SMEs) in Canada and Japan. Such businesses have a poor track record of e-commerce uptake and may be disadvantaged relative to their larger competitors which enjoy dominance in the online marketplace. Whether or not the CPTPP will assist these businesses while striking the right balance between an open internet and safeguarding of issues such as privacy is a matter of some debate

Bipartite electronic SLA as a business framework to support cross-organization load management of real-time online applications

Online applications such as games and e-learning applications fall within the broader category of real-time online interactive applications (ROIA), a new class of ‘killer’ application for the Grid that is being investigated in the edutain@grid project. The two case studies in edutain@grid are an online game and an e-learning training application. We present a novel Grid-based business framework that makes use of bipartite service level agreements (SLAs) and dynamic invoice models to model complex business relationships in a massively scalable and flexible way. We support cross-organization load management at the business level, through zone migration. For evaluation we look at existing and extended value chains, the quality of service (QoS) metrics measured and the dynamic invoice models that support this work. We examine the causal links from customer quality of experience (QoE) and service provider quality of business (QoBiz) through to measured quality of service. Finally we discuss a shared reward business ecosystem and suggest how extended service level agreements and invoice models can support this