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Volltext Michalk_Wibke_Anna_pdfa.pdf1.pdf (9,5 MB)
URN (für Zitat) http://nbn-resolving.org/urn:nbn:de:swb:90-255756
Titel SLA Establishment Decisions: Minimizing the Risk of SLA Violations
Autor Michalk, Wibke Anna
Institution Institut für Informationsmanagement im Ingenieurwesen (IMI)
Institut für Informationswirtschaft und -management (IISM)
Karlsruhe Service Research Institute (KSRI)
Dokumenttyp Buch
Verlag Karlsruhe
Jahr 2011
Hochschulschrift Dissertation
Fakultät für Wirtschaftswissenschaften (WIWI)
Institut für Informationswirtschaft und -management (IISM)
Prüfungsdaten: 16.12.2011
Referent/Betreuer: Prof. C. Weinhardt
Abstract This thesis presents an approach for service providers to select an SLA portfolio that minimizes the SLA violation risk. It considers constraints on expected profit and available resources. The problem is addressed by applying decision theory and risk measures, especially by adapting the concept of portfolio selection by Harry Markowitz and the semi-variance. In order to capture a decision maker's attitude towards risk, utility theory and the concept of risk aversion are used.