The Relationship between Quality of Service and Business Metrics: Monitoring,

[摘要] This report discusses the effects of quality of service degradations on the profitability of e- services. We characterize possible relationships between quality-of-service metrics (throughput, delay, availability) and business metrics (revenue, costs). We build an e-service (named Q2B) that collects run- time data and visualizes the above relationships. Furthermore, the Q2Bservice triggers alarms if customers are likely to react to quality-of-service perturbations of a service or its suppliers. We also apply mathematical programming to facilitate business decision making based on the impact of QoS on business metrics. 17 Pages

[发布机构] HP Development Company

[学科分类] 计算机科学（综合）

[关键词] e-services;QoS;QoE;QoBiz;management;business metrics;alarms;optimization;monitoring