Search results for "Service level objective"
showing 6 items of 6 documents
Evaluation of SLA-based decision strategies for VM scheduling in cloud data centers
2016
Service level agreements (SLAs) gain more and more importance in the area of cloud computing. An SLA is a contract between a customer and a cloud service provider (CSP) in which the CSP guarantees functional and non-functional quality of service parameters for cloud services. Since CSPs have to pay for the hardware used as well as penalties for violating SLAs, they are eager to fulfill these agreements while at the same time optimizing the utilization of their resources.In this paper we examine SLA-aware VM scheduling strategies for cloud data centers. The service level objectives considered are resource usage and availability. The sample resources are CPU and RAM. They can be overprovision…
A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area
2013
In recent years, the attention that the European Community has focused on the education sector has produced a new university commitment addressed to quality aspects for all education related services. In fact, a quality oriented service requires excellence in the design and planning of service activities, as well as during its delivering and also for the adopted service performance evaluation method. However, considering that service performance evaluations are deeply based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unrelia…
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
2017
Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…
Unit-level fairness and quality within the health care industry: A justice–quality model
2014
We test a justice–quality model in which peer justice and justice climate are related to the service quality provided by the work unit. Based on the effort–reward imbalance model, we propose that units perceiving fair treatment provide better delivery of the core service (functional service quality) and better relational service beyond the core service (relational service quality). We also test whether the cross-level relationship of high service quality delivered by work units translates into high customer ratings of the service quality they receive. Furthermore, we propose that high service quality increases the work unit’s influence on their customers’ quality of life (QoL). We test thes…
Towards global service level guarantee within autonomic computing systems
2011
International audience; In this paper, we specify a global service level guarantee including not only QoS but also security and taking into account user mobility. This global service level could be guaranteed within several autonomic computing systems managed by different autonomic domain managers. For that purpose, we propose an end-to-end Service Level Negotiation Protocol, called SLNP, to provide those autonomic managers with a negotiation capability. This allows achieving an agreement on the service level of each offered service between the different domains involved in the transport of that service. SLNP Implementation is made of Web Services technologies to enable interoperability in …
A global service level guarantee in NGN networks
2010
In this paper, we propose an end-to-end service level negotiation protocol which enables a global service offer covering quality of service (QoS) and security while taking into account user's mobility in this offer. This protocol provides all the domains involved in the transport of a various offered services with a negotiation capability to achieve an agreement on a service level. This paper shows also results of measurements evaluating the performances of the considered negotiation protocol and security impact on QoS.