To satisfy customers and to avoid penalties, service providers have to ensure that the agreed SLAs are met. Therefore, it is necessary to be able to effectively deal with resource failures which could endanger the SLAs by affecting the provided services. The effort for recovering from failures should be selected corresponding to the expected SLA violation costs. This paper presents a framework to automatically determine the impact of resource failures with respect to services and service level agreements. The IT Infrastructure Library (ITIL) is a continuously evolving collection of best practice documents with regard to the service management of an IT service provider. It defines the process sets of service support and service delivery.
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