Computação em nuvem é uma tendência recente de tecnologia cujo objetivo é proporcionar serviços sob demanda com pagamento baseado no uso. Neste ambiente, a qualidade do serviço é uma característica fundamental que deve ser fornecida pelos provedores. Existem muitos modelos para acordo de nível de serviço em nuvem. Entretanto, estes modelos são muito gerais e não abordam características do geren...

With a brief introduction of the definitions of de-motivation, this article reviews present research on student de-motivation, analyzes the teacher motivation from the macro-contexts and micro-contexts, and puts forward suggestions in getting rid of de-motivation.

One research goal in Second Language Acquisition (SLA) is to formulate and test hypotheses about errors and the environments in which they are made, a process which often involves substantial effort; large amounts of data and computational visualisation techniques promise help here. In this paper we have defined a new task for finding contexts for errors that vary with the native language of th...

This paper proposes a policy adjuster-driven Grid workflow management system for collaborative healthcare platform, which supports collaborative heart disease diagnosis applications. To select policies according to service level agreement of users and dynamic resource status, we devised a policy adjuster to handle workflow management polices and resource management policies using policy decisio...

Many organizations implement information technology (IT) service management practices to improve IT operations as it contributes to organizational performance. When outsourcing an IT service such as help desk support for customers, the organization may some of its ability to manage the relationship and ensure effective services are provided to the organization and customers. This paper presents...

During my many years in IT, the IT/customer relationship in the companies I worked in could best be described as adversarial. Thus began my interest in service level agreements (SLAs), which became a key component of the training and consulting business I subsequently formed to help organizations manage customer expectations. I have now delivered SLA seminars and consulting services internation...

Research has been performed in areas of auditing, a.o. security auditing, compliance auditing, financial auditing. In order to increase the efficiency of and to allow for continuous auditing, auditing tasks must be automated, which is only possible if audit data are available digitally and suitable algorithms exist. Different areas of auditing follow different objectives, thus require different...

Data driven organizations have enormous and growing appetites for integrated and value added information. Not only are they expected to consistently deliver data on time, the data integration and delivery teams are under mounting pressure to shrink their ETL cycles and accommodate new and more stringent service level agreements. This paper outlines the methodology adopted by Assurant Health for...

This work proposes a XML-based model for defining service level agreements (SLA). The model has XML elements to define a semantic to represent key performance indicators (KPI) and key quality indicators (KQI) and the relationship between them. Upper and lower thresholds are associated to the indicators in order to indicate warnings or errors conditions. The relationship between the indicators i...