The Integrated Service Level Agreement Framework

The ISLA framework is enabling because it introduces advanced work-flow automation and community management technology into the OSS environment, thereby creating a number of core capabilities that can be divided over seven functionally oriented logical domains, which will be discussed later in the chapter.

The three framework components are as follows:
1. Enabling technology and concepts
- Dynamic work-flow automation
- Dynamic work-flow communities

2. Capabilities
- Universal access
- Intelligence
- Collaboration
- Automation
- Integration

3. Logical domains
- The presentation domain
- The information domain
- The product or contract domain
- The process or work-flow domain
- The data domain
- The workforce domain
- The supply chain domain