图书情报知识 ›› 2015, Vol. 0 ›› Issue (2): 74-86.doi: 10.13366/j.dik.2015.02.074

• 情报、信息与共享 • 上一篇    下一篇

面向图书馆的服务等级协议研究

黎春兰,邓仲华   

Research on the Service Level Agreement for the Libraries

摘要:

服务等级协议(简称SLA)是用于约定通信的服务质量指标和服务双方职责的正式协议。目前已被作为用户获得服务质量的保证而成功地、广泛地运用在通信服务、Web服务和云计算服务中。早在20世纪末图书馆也将SLA引入到传统图书馆领域,后又延伸到图书馆的电子服务领域及基于网络的图书馆服务。自基于云计算的图书馆云服务上市以来,图书馆云SLA也成为了明确图书馆和用户双方的职责、保证图书馆云服务质量的重要措施。本文在SLA在图书馆领域的应用现状的基础上,根据通信领域SLA的通用模型,描述了传统图书馆利用SLA的主要形式,分析了SLA在图书馆云服务中的具体内容,包括其质量参数、服务等级及SLA所体现的业务关系。

关键词: 云计算, 服务等级协议, 服务质量, 图书馆云, 图书馆SLA, 图书馆云SLA

Abstract:

Service Level Agreement (shorted as SLA) is an agreement about the quality parameter and obligations between the Provider and the Customer in the Telecommunications, which was proposed by the IETF. It was also widely used in Web Services and Cloud Computing Services to ensure the quality of service (shorted as QoS) for Coustomers. It was also introduced in Physical Librariy Services in 1990s,extended to Library’s Electric Services and then to the Internetbased Library Services. Until the Cloud Computingbased Library Service which is called Library Cloud Service appeared in the library market in 2009, Library Cloud Service Level Agreement became a major measure in the obligations definintion between Libraries and Customers and the assurance for Customers’ QoS. This paper overviews the situation about SLA’s application in Library Science. It analyzes the SLA details for Physical Libraries Services and Library Cloud Services respectively according the SLA general model in telecom, including the qualtiy parameter, the service degree, and the business relationship.

Key words: Cloud computing, Service level agreement, Quality of service, Library cloud, Library service level agreement, Library cloud service level agreement