Engineering adaptive IT service support processes using meta-modeling technologies
ICSP'10 Proceedings of the 2010 international conference on New modeling concepts for today's software processes: software process
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The increasing complexity in the networks and applications together with the new demands for distributed information technology (IT) services have been changing the way systems are managed. The focus has moved from device-oriented management to service-oriented management. Currently, small and big companies need an IT infrastructure to support their business, and this infrasctructure has to be monitored. Quantitative metrics should be measured and used to get a feedback about the IT environment functionalities. This paper proposes a web-based network service management system which use open standards and free software to help the practice of Service Level Management (SLM) at IT environments. A metric - here named "Service Availability Index"- is presented as a way to measure the IT environment system functionalities. To validate the prototype developed for the system proposed, a case study is presented and the main results are analyzed.