Service Oriented Architecture for SLA Management System

SLA is a negotiated agreement between a customer and the service provider on levels of service characteristics and the associated set of metrics. The supplier organization may be an IT organization providing computing services to its customers. It is a explicit statement of the expectations and obligations that exist in a business relationship between two organization. Today, it is a major concern of business to guarantee the service level to the customer. In this paper, we present the framework of the SLM (SLA management system) to support the SLA, and define basic functions of the system.