FACIS Connect'26: Presentation "From Service Quality to Automation" | T. Niessen & S. Lins

Speakers: Thomas Niessen, FACIS Work Package Lead for SLA Governance Prof. Dr. Sebastian Lins, Professor of Information Systems and Digital Business, University of Kassel This session explained why traditional Service Level Agreements (SLAs) are no longer sufficient for federated ecosystems. The speakers introduced the FACIS SLA Governance Framework, Taxonomy for SLAs, and the move toward machine-readable, automatable agreements. They demonstrated how organizations can compare providers, monitor end-to-end service quality, prevent blame chains, and automate compliance and compensation processes. The presentation connected business governance, legal enforceability, and technical monitoring into a single framework for multi-provider environments. Timestamps: 0:00 Introduction: SLAs, the "ugly stepsister" of federation 1:06 Why SLAs matter – and what they actually define 2:57 Today's problem: scattered, obfuscated SLAs 3:51 New challenges: service chains and deep integration into production 5:23 Machine-to-machine contracting: no human in the loop 6:08 The FACIS approach: an SLA taxonomy and a playbook 7:11 The building blocks: objectives, monitoring, enforcement, automation 11:30 Scenario 1: ACME onboarding a new provider in France 13:17 The two challenges: heterogeneous SLAs and mismatched promises 14:48 A three-layer hierarchy: objectives, indicators, metrics 19:28 A shared vocabulary for discovery, selection and monitoring 21:38 Scenario 2: a provider that must federate a sub-provider 24:50 End-to-end monitoring and avoiding "blame chains" 27:52 Metric blueprints, remedies and compensation 31:37 Automating it: machine-readable SLAs, a wizard and dashboards 34:13 Concluding remarks: complexity, a multi-provider future, a common vocabulary 37:50 Q&A (1): open source, and what to do as an entrepreneur 40:37 Q&A (2): automating metrics, compensation vs. mitigation, interoperability 🔗 Learn more about FACIS Connect '26 - https://www.facis.eu/event/facis-conn... #FACIS #DigitalEcosystems #FederationArchitecture #Interoperability #AI #DigitalTransformation #CloudEdgeContinuum #DataSpaces #DigitalEurope