SLA-Based Management of Human-Based Services in Business Processes for Socio-Technical Systems.

Research and industry are focused on Collective Adaptive Systems (CAS) to keep up with the social changes in the way we work, conduct business and organize our societies. With advances in human computing, we can strengthen these systems with a crucial type of resources, namely people. However, while other resources in CAS are managed by Service Level Agreements (SLAs) in an automated way, human-based services are not. Considering the fact that not much work has been reported on SLAs in settings where human computation is an integral part of a process, this paper investigates SLAs for social computing, including non-functional parameters for human-based services, as well as privacy constraints. We investigate and evaluate SLA changes at runtime, which in turn influence elastic runtime social-collective adaptations, in processes designed to allow for elastic management of social collectives.