Devising an SLA-Aware Methodology to Improve Process Performance





Publicado en

Actas de las XIII Jornadas de Ciencia e Ingeniería de Servicios (JCIS 2017)

Licencia Creative Commons


Aiming to be as competitive as possible, organisations are always pursuing to improve their business processes applying corrective actions when needed. However, the actual analysis and decision making for those actions is typically a challenging task relying on extensive human-in-the-loop expertise. Specifically, this improvement process usually involves: (i) to analyse evidences to understand the current behavior; (ii) to decide the actual objectives (usually defined in Service Level Agreements -SLAs- based on intuition) and (iii) to establish the improvement plan. In this ongoing work, we aim to propose a data-driven and intuition-free methodology to define an SLA as a governance element that specifies the service level objectives in an explicit way. Such a methodology considers process performance indicators that are analysed by means of inference, optimization, and simulation techniques. In order to motivate and exemplify our work we address a Healthcare scenario.


Acerca de Müller, Carlos

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