A Modelling and Reasoning Framework for Representing and Orchestrating Service Level Agreement Behaviour

This paper describes a new electronic Service Level Agreement model that is part of the DEN-ng information model. A new knowledge representation method is used to extract knowledge from the model and associate it with knowledge from ontologies, enabling a system to reason about how to best orchestrate behaviour to meet the terms and conditions of the Service Level Agreement, even if business, user, and/or environmental conditions change. Such intelligent automation can save significant operational expenditures and ensure that customers receive the services that they have contracted for, thereby reducing customer churn.