Digitizing Service Level Agreements in Service-Oriented Enterprise Architecture
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ORIGINAL RESEARCH
Digitizing Service Level Agreements in Service‑Oriented Enterprise Architecture Relevance of the Multi-perspective Approach Lam‑Son Lê1 · Trung‑Viet Nguyen2 Received: 5 June 2020 / Accepted: 15 July 2020 © Springer Nature Singapore Pte Ltd 2020
Abstract As service-orientation gathers traction in enterprise engineering, more and more business processes and capabilities alike are wrapped up and viewed as services in today’s digital enterprises. Digital servitization is neither a rebranding nor a syntax sugar in enterprise engineering. It opens the door to innovative business models, novel system architecture, to name just a few. Central to service provisioning is the notion of commitment that captures contractual agreements between the provider and the consumer of the service in question, describing not only computer-interpretable factors (e.g., reliability, payment), but also business rules (e.g., service penalty) of the commitment. Widely known as the service level agreement, this building block of service-oriented enterprise engineering is pushed towards virtual when it comes to digital servitization. In this article, we propose a descriptive framework for digital enterprise services together with devised techniques for the alignment and reinforcement of the service level agreement. The relevance and applicability of the multi-perspective approach to service engineering are among our findings, which are illustrated using a few examples and a real-life case-study. Keywords Service-oriented enterprise engineering · Digital servitization · Service level agreement · Services provisioning · Smart contracts
Introduction Service-oriented enterprise architecture plays a central role in today’s enterprise engineering as digitization and servitization gather traction in many aspects of our today’s digital enterprise systems [39, 60]. Service orientation is enabled thanks to of business processes, emerging computing paradigm and micro-granular structures of an enterprise [62]. Notwithstanding, service provisioning is neither a rebranding of nor a syntax sugar for other building blocks This article is part of the topical collection “Future Data and Security Engineering 2019” guest edited by Tran Khanh Dang. * Trung‑Viet Nguyen [email protected]; [email protected] 1
Faculty of Computer Science and Engineering, Ho Chi Minh City University of Technology (VNU-HCM), Ho Chi Minh City, Vietnam
Faculty of Information Technology, Can Tho University of Technology, Can Tho, Vietnam
2
in enterprise engineering. For example, while a process is generally geared up to a business goal, a service commits in delivering values [42]. Enterprise services are being increasingly digitized thanks to evermore enterprise’s micro-granular structures in the era of IoT and mobile computing [62, 67]. Central to this digital servitization is how to automate the provisioning of services [26, 41], which in part involves defining contractual agreements between the service provider, the consumer and perhaps additional p
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