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Service levels: A concept for the user and the computer center

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1 Author(s)

Service levels represent an important concept that can be applied toward the solution of difficult problems surrounding communications between users and providers of data processing services. In this paper, this concept is described in terms of the architecture, which defines the scope and structure of service information. The paper further translates the architecture into data processing terminology by presenting the data-base structure and data elements related to service levels. The paper also addresses the post-processing of the data base, a step essential to properly communicating service-level information.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

Published in:

IBM Systems Journal  (Volume:15 ,  Issue: 4 )