Patent ID: 8856023

Claim:
A storage device tangibly embodying a program of machine-readable instructions executable by a digital processing apparatus of a computer system to perform operations comprising: detecting an ensuing service delivery event wherein a service will be delivered to a service customer by a service provider; retrieving data associated with at least one service level agreement regulating the ensuing service delivery event, wherein the data comprises at least one service variable for each of a plurality of categories of service variables and at least one service level attribute for each of a plurality of service levels, wherein one of categories of the service variables comprises a role of the customer, and wherein retrieving data further comprises retrieving data indicating that a first one of the service levels is a base level for the selected role of the customer and that a certain combination of values of the service variables will modify the base level to a second level of the service levels based on the role of the customer; determining what value the at least one service variable will assume for each of the plurality of categories of service variables during the service delivery event; retrieving a service delivery model in dependence on the value that the at least one service variable will assume for each of the plurality of categories of service variables during the service delivery event, the service delivery model specifying a functional relationship between the at least one service variable for each of the plurality of categories of service variables and the at least one service level attribute for each of the plurality of service levels; using the functional relationship and the value that the at least one service variable will assume for each of the plurality of categories of service variables during the service delivery event, selecting one of the plurality of service levels and at least one service level attribute that corresponds to the selected service level, wherein using the functional relationship also uses combinations of the values that the at least one service variable will assume for each of the plurality of categories of service variables during the service delivery event, wherein the base level for the selected role of the customer is modified based on the role of the customer from the base level to the second level in response to the values that the at least one service variable will assume for each of the plurality of categories of service variables meeting the certain combination of values of the service variables; and provisioning resources required during the service delivery event in order to meet the selected at least one service level attribute for the selected service level.