A survey on service quality description

  • Authors:

  • Kyriakos Kritikos;Barbara Pernici;Pierluigi Plebani;Cinzia Cappiello;Marco Comuzzi;Salima Benrernou;Ivona Brandic;Attila Kertész;Michael Parkin;Manuel Carro

  • Affiliations:

  • ICS-FORTH, Crete, Greece;Politecnico Di Milano, Italy;Politecnico Di Milano, Italy;Politecnico Di Milano, Italy;Eindhoven University of Technology, Germany;Paris Descartes University, France;Vienna University of Technology, Austria;MTA-SZTAKI, Hungary;Tilburg University, The Netherlands;Universidad Politécnica De Madrid and IMDEA Software Institute, Spain

  • Venue:
  • ACM Computing Surveys (CSUR)
  • Year:
  • 2013

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Abstract

Quality of service (QoS) can be a critical element for achieving the business goals of a service provider, for the acceptance of a service by the user, or for guaranteeing service characteristics in a composition of services, where a service is defined as either a software or a software-support (i.e., infrastructural) service which is available on any type of network or electronic channel. The goal of this article is to compare the approaches to QoS description in the literature, where several models and metamodels are included. consider a large spectrum of models and metamodels to describe service quality, ranging from ontological approaches to define quality measures, metrics, and dimensions, to metamodels enabling the specification of quality-based service requirements and capabilities as well as of SLAs (Service-Level Agreements) and SLA templates for service provisioning. Our survey is performed by inspecting the characteristics of the available approaches to reveal which are the consolidated ones and which are the ones specific to given aspects and to analyze where the need for further research and investigation lies. The approaches here illustrated have been selected based on a systematic review of conference proceedings and journals spanning various research areas in computer science and engineering, including: distributed, information, and telecommunication systems, networks and security, and service-oriented and grid computing.