Abstract. Software intensive systems (SIS) increasingly influence the ability of enterprises to be competitive in continuously changing market situations. The integration of these systems into organizations, and in particular the subsequent exploitation, maintenance and service activities, have become of utmost importance. Unfortunately the area of exploitation and operation, also known as service management, is still rather immature. Service management covers services such as performance and availability support, end-user and help desk support, education, and maintenance. One of the main concepts of service management is the Service Level Agreement (SLA). The goal of an SLA is to bridge the gap between service provider and users or customers. However, there exist many problems and unsolved questions regarding the specification and the quantification of SLAs. This paper addresses the specification of SLAs on the basis of three well-founded service management principles, respectively: 'continuity in service management,' the pit/shell principle of a service, and the principle of specifying the quality of both a service process and a service object. Finally, the paper addresses the validation of these principles in practice.
Abstract. Reference architectures provide major guidelines for the structure of a class of information systems. Because of their fundamental role, reference architectures have to be of high quality. Before accepting a reference architecture, it has to go through a rigorous evaluation process. A number of methods exist for the evaluation of software architectures. In this paper, we analyze the main differences between concrete software architectures and reference architectures. We discuss the effects of these differences on the evaluation of reference architectures and show that existing methods cannot be directly applied for the evaluation of reference architectures. For the evaluation of a reference architecture for e-contracting systems, we used the Architecture Tradeoff Analysis Method with a number of adaptations and extensions. We present our approach and share our experiences from this evaluation process. Based on the analysis and our experiences gained, we present our vision for a method for the evaluation of reference architectures.
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