Paper Info
Title
An Experiment in SLA Decision-Making
Abstract
Decision-making with regard to availability service level agreements (SLAs) is investigated. An experimental economics approach was used to elicit the preferences for different SLA alternatives from the subjects (N = 16), all professionally working with IT management. A previously published scenario on downtime costs in the retail business was used in the experimental setup. Subjects made 18 pairwise choices under uncertainty. After the experiment, they were paid based on one of their choices, randomly selected. The subjects rarely behaved as expected utility maximizers in the experiment. This raises questions about company SLA management in real situations, and calls for further research.
Year
DOI
Venue
2013
10.1007/978-3-319-02414-1_19
GECON
Keywords
Field
DocType
sla management,decision-making,availability,service level agreements,experiment,information systems
Information system,Pairwise comparison,Experimental economics,Service level,Computer science,Expected utility hypothesis,Operations research,Information technology management,Downtime,Management science,Distributed computing
Conference
Citations 
PageRank 
References 
4
0.41
18
Authors
3
Name
Order
Citations
PageRank
Ulrik Franke1644.57
Markus Buschle220112.58
Magnus Österlind3142.27