Quality Aspects in IT Service Management

  • Authors:
  • Gabi Dreo Rodosek

  • Affiliations:
  • -

  • Venue:
  • DSOM '02 Proceedings of the 13th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management: Management Technologies for E-Commerce and E-Business Applications
  • Year:
  • 2002

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Abstract

Due to the significant increase in the complexity of enterprise applications and the need to offer distributed IT services, we are witnessing that the management focus has turned away from device-oriented to service-oriented management. This does not mean that device-oriented management is not of importance any more. On the contrary, an efficient device-oriented management is a precondition for an efficient IT service management. Quality management is an important research topic of IT service management. The paper addresses the problem of the specification of quality of service (QoS) parameters and their mapping to the quality of device (QoD) parameters. It proposes a language for the specification of QoS parameters.