2. SLA-based digital library quality evaluation
Service Service Level Agreements (SLAs) have become a valuable tool to help manage service expectations
and monitor quality of service (QoS) attributes of services in various domains. QoS may contain many metrics that
define the deliverables acceptance criteria or serve as standalone measurements of a single aspect of the delivered
service. The aims of SLAs are to implement a framework that adapts to changing business priorities and service
levels, define clear objectives to shape the service offered by the provider. Effective SLAs not only ensure the
delivery of negotiated service quality, but also serves as an efficient service planning and prediction or adjustment
processes. Therefore, properly establishing SLAs is crucial to its successful outcome or otherwise.