The object of our investigation is a software architecture for adaptive
Service Level Agreement (SLA) management in value chains for service individualization.
We address the problem that current SLA management is not capable to
represent the full complexity of SLAs existing in real-world service industries.
The problem is investigated from a functional-analytical supply chain perspective.
The solution is developed from a software architecture modeling perspective according
to the design science paradigm. The contribution of this paper is a software
architecture that facilitates SLA negotiation and SLA-based resource management
in complex agreement hierarchies. The architecture is validated in an
application scenario from the airport logistics domain
