A signal-bearing medium tangibly embodying a program of machine-readable instructions executable by a digital processing apparatus of a computer system to perform operations for selecting a service delivery implementation for use in managing a service delivery event, the operations comprising:

detecting an ensuing service delivery event whereby a service will be delivered to a service customer by a service provider;

retrieving data associated with a service level agreement regulating the ensuing service delivery event, wherein the data comprises at least one service variable;

determining what value the at least one service variable will assume during the service delivery event; and

retrieving a service delivery model in dependence on the value that the service variable will assume during the service delivery event, wherein service will be provided during the service delivery event in accordance with the service delivery model.