Handgraaf Advies

Over Handgraaf Advies

Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer Service Level Agreements (SLAs) more and more prove their added value not only as inhouse solutions for the IT sector, but also as instruments to manage contracts throughout distributed systems and service ecosystems. As of today, this technology has not yet found major uptake in the business world, despite the concepts behind, which are promising high value for this area. Service providers can make use of SLA technology to advertise and offer their services’ capabilities while consumers are able to formalise their service level objectives through SLAs. It is in the interests of both parties to create and operate SLAs with a minimum of human interaction on the one hand, but to negotiate and agree upon legally binding electronic contracts on the other hand. Balancing these objectives is a nontrivial task and our work represents a contribution towards a more automated, businessoriented integration of Service Level Agreements into state-of-the-art distributed systems. With that approach we show that SLAs can be a powerful tool enhancing business capabilities of service providers and customers with at the same time decreasing cost and effort.

Trefwoorden

• Consultancy.
• Customer Service Management
• Sla Negosiation