Each service interaction between a provider and a customer is an opportunity for the provider to delight, satisfy or disappoint the customer. However, the customers' expectations may change on every interaction. Therefore, defining Service Level Agreements (SLAs) at design time and then...

The evolution of Enterprise Architectures (EA) is the result of applying EA development projects within organizations with the goal of accomplishing specific business requirements. Recent approaches seek to automate and improve EA practice within organizations by employing EA management tools....