The Business Process Design for Service Level Management

This work aims at establishing the best practices and processes to define the life cycle of an SLA. For such purpose, the network management practices defined in the TMForum scope (according to the view offered by TOM [01] and eTOM [02]) are used as reference. Such best practices are distributed along the network management layer, in order to define the Network Performance indicators and their mapping, with the purpose of achieving Quality of Service indicators; such indicators will be added to other ones in the Service Management layer, extracted mainly from the relationship with the customers. On their turn, these Quality of Service indicators will compose the Service Level Agreement (SLA) defined with the customer at service selling time, along with the entire Service Level Management (SLM) that will be required to maintain the negotiated SLA.