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

Wolter, Katinka ; van Moorsel, Aad

HP Development Company

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

RP-ID  :  HPL-2001-96

学科分类：计算机科学（综合）

美国|英语

来源: HP Labs

【 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