A Service Level Agreement Management Architecture to Improve an Information System, Business Processes Administration and Evolution

Due to economic constraints, organisations are more and more distributed involving a costly communication and information system infrastructure. This involves setting tools to evaluate and improve the quality of service concerning the enterprise's operation. This can be achieved thanks to a service contract network, (or a service level agreement network): each contract controls a part of the information system and evaluates quality of service and performance indicators. We exploit then a management tool based on mobile agents to collect and evaluate the indicators defined in the SLA network, thus enabling to control the global Information System quality of service. At last, we show on a practical case study how simple indicators can be used to detect technical breakdowns so that new parameters can be set to get back normal functioning, and thus to maintain a good quality of service.