A Generic SLA Semantic Model for the Execution Management of E-business Outsourcing Contracts. - Christopher Ward; Melissa J. Buco; Rong N. Chang; Laura Z. Luan (EC-Web, 2002)

Managing eBusiness on Demand SLA Contracts in Business Terms Using the Cross-SLA Execution Manager SAM. - Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Christopher Ward; Joel L. Wolf; Philip S. Yu; Tevfik Kosar; Syed Umair Ahmed Shah (ISADS, 2003)

Integration and Exploitation of SLA Management Data using the DIRECT Metadata Management Framework. - Christopher Ward; Nianhua Li; Melissa J. Buco; Rong N. Chang; Laura Z. Luan (CCCT (2), 2004)

Utility computing SLA management based upon business objectives. - Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Christopher Ward; Joel L. Wolf; Philip S. Yu (IBM Syst. J., 2004)

PEM: A Framework Enabling Continual Optimization of Workflow Process Executions Based upon Business Value Metrics. - Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Edward So; Chunqiang Tang; Christopher Ward (IEEE SCC, 2005)

Fresco: A Web Services based Framework for Configuring Extensible SLA Management Systems. - Christopher Ward; Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Edward So; Chunqiang Tang (ICWS, 2005)

Low traffic overlay networks with large routing tables. - Chunqiang Tang; Melissa J. Buco; Rong N. Chang; Sandhya Dwarkadas; Laura Z. Luan; Edward So; Christopher Ward (SIGMETRICS, 2005)

Multi-dimensional Knowledge Integration for Efficient Incident Management in a Services Cloud. - Rajeev Gupta; K. Hima Prasad; Laura Z. Luan; Daniela Rosu 001; Christopher Ward (IEEE SCC, 2009)

Towards an optimized model of incident ticket correlation. - Patricia Marcu; Genady Grabarnik; Laura Z. Luan; Daniela Rosu 001; Larisa Shwartz; Christopher Ward (Integrated Network Management, 2009)

A service delivery platform for server management services. - Jon Lenchner; Daniela Rosu 001; Nicole F. Velasquez; Shang Guo; Ken Christiance; Don DeFelice; Prasad M. Deshpande; Krishna Kummamuru; Naama Kraus; Laura Z. Luan; Debapriyo Majumdar; Martin McLaughlin; et al. (IBM J. Res. Dev., 2009)

Polygraph: System for Dynamic Reduction of False Alerts in Large-Scale IT Service Delivery Environments. - Sangkyum Kim; Winnie Cheng; Shang Guo; Laura Z. Luan; Daniela Rosu 001; Abhijit Bose (USENIX ATC, 2011)