David Breitgand Elean A. Henis Onn Shehory John M. Lake Derivation of Response Time Service Level Objectives for Business Services. 29-38 2007 BDIM http://dx.doi.org/10.1109/BDIM.2007.375009 conf/bdim/2007 db/conf/bdim/bdim2007.html#BreitgandHSL07