{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T16:40:01Z","timestamp":1781109601914,"version":"3.54.1"},"reference-count":18,"publisher":"IGI Global Scientific Publishing","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2012,7,1]]},"abstract":"<p>In this work the authors address an IT service customer\u2019s challenge of selecting the cost-optimal service level agreement among different options offered by an external provider. They model the customer\u2019s optimization problem at distinctive levels of detail with regard to the description of service quality aspects. At each level of detail they explicitly consider the potential negative monetary impact of different service quality levels on a customer\u2019s business process \u2013 reflected via the concept of \u201cbusiness cost.\u201d First, they analyze which information a customer typically bases service level agreement decisions upon today and elaborate on the question which additional information a rational customer would need to take a well-founded decision. Second, the authors define a set of concepts that a customer should consider when selecting service level agreements. Third, the authors apply these concepts to develop a \u201cbusiness cost budget method\u201d that enables a customer to compare multiple service level agreements and to select the cost-optimal solution of its optimization problem \u2013 assuming customer and provider to collaborate. Introducing this approach, they suggest that both parties jointly define \u201cbusiness cost budgets\u201d as an additional kind of service indicator describing service quality\u2019s adverse business impact instead of only service quality.<\/p>","DOI":"10.4018\/jssmet.2012070104","type":"journal-article","created":{"date-parts":[[2012,9,25]],"date-time":"2012-09-25T21:23:31Z","timestamp":1348608211000},"page":"49-64","source":"Crossref","is-referenced-by-count":6,"title":["Business Cost Budgets"],"prefix":"10.4018","volume":"3","author":[{"given":"Axel","family":"Kieninger","sequence":"first","affiliation":[{"name":"Karlsruhe Institute of Technology, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Gerhard","family":"Satzger","sequence":"additional","affiliation":[{"name":"Karlsruhe Institute of Technology, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Detlef","family":"Straeten","sequence":"additional","affiliation":[{"name":"IBM Deutschland GmbH, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Bj\u00f6rn","family":"Schmitz","sequence":"additional","affiliation":[{"name":"Karlsruhe Institute of Technology, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Dian","family":"Baltadzhiev","sequence":"additional","affiliation":[{"name":"Karlsruhe Institute of Technology, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jssmet.2012070104-0","doi-asserted-by":"crossref","unstructured":"Barroero, T., Motta, G., Pignatelli, G., Bochicchio, M., & Longo, A. (2010). Aligning IT service levels and business performance: A case study. In Proceedings of the International Conference on Services Computing, Miami, FL (pp. 570-577).","DOI":"10.1109\/SCC.2010.88"},{"key":"jssmet.2012070104-1","author":"T.Berger","year":"2007","journal-title":"Konzeption und Management von Service-Level-Agreements f\u00fcr IT-Dienstleistungen"},{"key":"jssmet.2012070104-2","author":"H.Bierman","year":"2007","journal-title":"The capital budgeting decision: Economic analysis of investment projects"},{"key":"jssmet.2012070104-3","doi-asserted-by":"publisher","DOI":"10.4018\/jssmet.2011010102"},{"key":"jssmet.2012070104-4","unstructured":"Cheng, F., Gamarnik, D., Jengte, N., Min, W., & Ramachandran, B. (2005). Modeling operational risks in business processes (IBM Research Report No. RC23672). Yorktown Heights, NY: Thomas J. Watson Research Center."},{"key":"jssmet.2012070104-5","doi-asserted-by":"publisher","DOI":"10.1109\/TNSM.2011.110811.110122"},{"key":"jssmet.2012070104-6","author":"U.G\u00f6tze","year":"2008","journal-title":"Investment appraisal: Methods and models"},{"key":"jssmet.2012070104-7","unstructured":"Jin, L., Machiraju, V., & Sahai, A. (2002). Analysis on service level agreement of Web services (Tech. Rep. No. HPL-2002-180). Palo Alto, CA: Hewlett-Packard Laboratories."},{"key":"jssmet.2012070104-8","doi-asserted-by":"crossref","unstructured":"Kieninger, A., Westernhagen, J., & Satzger, G. (2011). The economics of service level engineering. In Proceedings of the Forty-Fourth Annual Hawaii International Conference on System Sciences, Kauai, HI (paper 407).","DOI":"10.1109\/HICSS.2011.407"},{"key":"jssmet.2012070104-9","author":"P.Mason","year":"2002","journal-title":"A new culture for service-level management: Business impact management"},{"key":"jssmet.2012070104-10","unstructured":"O\u2019Sullivan, J. (2006). Towards a precise understanding of service properties (Unpublished doctoral dissertation). Queensland University of Technology, Brisbane, Australia."},{"key":"jssmet.2012070104-11","unstructured":"Office of Government Commerce (OGC). (2007). IT Infrastructure Library (ITIL): Service operation. London, UK: The Stationary Office (TSO)."},{"key":"jssmet.2012070104-12","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.jit.2000122"},{"key":"jssmet.2012070104-13","doi-asserted-by":"crossref","unstructured":"Sauv\u00e9, J., Marques, F., Moura, A., Sampaio, M., Jornada, J., & Radziuk, E. (2005). SLA design from a business perspective. In Proceedings of the 16th IFIP\/IEEE International Workshop on Distributed Systems, Operations and Management, Barcelona, Spain (pp. 72-83).","DOI":"10.1007\/11568285_7"},{"key":"jssmet.2012070104-14","author":"R.Sturm","year":"2000","journal-title":"Foundations of service level management"},{"key":"jssmet.2012070104-15","author":"R.Taylor","year":"2005","journal-title":"Death by a thousand SLAs: A short study of commercial suicide pacts (Tech. Rep.)"},{"key":"jssmet.2012070104-16","unstructured":"Unterharnscheidt, P., & Kieninger, A. (2010). Service level management: Challenges and their relevance from the customers' point of view. In Proceedings of the 16th Americas Conference on Information Systems, Lima, Peru (paper 540)."},{"issue":"2","key":"jssmet.2012070104-17","first-page":"xiii","article-title":"Analyzing the past to prepare for the future: Writing a literature review.","volume":"26","author":"J.Webster","year":"2002","journal-title":"Management Information Systems Quarterly"}],"container-title":["International Journal of Service Science, Management, Engineering, and Technology"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=71944","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T10:39:44Z","timestamp":1654079984000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jssmet.2012070104"}},"subtitle":["A Methodology to Incorporate Business Impact into Service Level Agreements"],"short-title":[],"issued":{"date-parts":[[2012,7,1]]},"references-count":18,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2012,7]]}},"URL":"https:\/\/doi.org\/10.4018\/jssmet.2012070104","relation":{},"ISSN":["1947-959X","1947-9603"],"issn-type":[{"value":"1947-959X","type":"print"},{"value":"1947-9603","type":"electronic"}],"subject":[],"published":{"date-parts":[[2012,7,1]]}}}