Made available in DSpace on 2016-04-04T18:31:19Z (GMT). No. of bitstreams: 1 Alexandre David Medeiros-1.pdf: 2241104 bytes, checksum: 2474b0cdd4a080e937967b0552c2b175 (MD5) Previous issue date: 2007-06-23 / The telecommunications services quality, as well as several other products in the telecommunications area, is strongly linked to the suppliers services levels quality. These services levels can, however, be measured andevaluated by objective criteria and from a service level agreement between service supplier and customer, this agreement is called SLA. In this study a methodology is proposed for the elaboration of the SLA documentation model, that takes care the business model necessity.This methodology is structuralized in the politics and processes of service quality described by the international norms and standards like Management Forum, ITU, IETF and ITIL. The modeling of the SLA documentation was applied in a practical case of multi-service networks, based in IP networks, resulting in the system specification of the quality service level to be contracted with services supplier. The application of this methodology resulted in improvements for both sides, regarding the reduction in operational costs, the correction of processes and procedures, and a high reliability and transparency in the commercial relation. / A qualidade dos servi?os de telecomunica??es, assim como a de v?rios outros produtos da ?rea de telecomunica??es, est? fortemente ligada aos n?veis de qualidade de servi?os prestados pelos fornecedores. Esses n?veis de servi?os podem, no entanto, ser medidos e avaliados por meio de fatores e crit?rios objetivos, a partir de um N?vel de Servi?o acordado entre o provedor do servi?o e o cliente, chamado de SLA. Neste estudo ? proposta uma metodologia para elabora??o de modelo de documenta??o SLA. Essa metodologia est? estruturada na pol?tica e nos processos de qualidade de servi?o descritos nas normas e padr?es internacionais do TeleManagement Forum, ITU ,IETF e ITIL. A modelagem da documenta??o SLA foi aplicada em um caso pr?tico de rede de multiservi?os, baseada em redes IP, resultando na especifica??o do sistema de n?vel de qualidade de servi?o a ser contratado do provedor de servi?os. Na aplica??o dessa metodologia obteve-se ganhos para ambos os lados, com refer?ncia a redu??o de custo operacional, na corre??o de processos e procedimentos e uma alta confiabilidade e transpar?ncia na rela??o comercial.