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Information Systems and e-Business Management

, Volume 7, Issue 4, pp 429–446

First Online: 24 January 2009Received: 15 April 2008Revised: 18 September 2008Accepted: 05 January 2009


Service science, management and engineering SSME research is to study the methodology and technology for service innovation, design, development and delivery. Since service industry is very quality-sensitive and trust-dependent, we propose a service accountability management framework to detect, diagnose, defuse and disclose the root cause for any problematic service process. The accountability support is important for SSME since service processes often rely on external service providers to deliver part of the service functionalities. A service system must have effective yet efficient mechanisms to ensure that every external service is delivering a consistent and acceptable level of performance to meet the end-to-end quality of service QoS of the whole service process. In this paper, we present the accountability framework, identify the components in an accountable service architecture, and design an accountability diagnosis methodology. We also briefly present the inteLLigent Accountability Management Architecture LLAMA project which implements the accountability service bus ASB, an agent-based middleware to support the monitoring, diagnosis, and reconfiguration of e-services. LLAMA ASB interacts with accountability agents to monitor services and the Accountability Authority to automatically diagnose faulty situations. The LLAMA technology is useful to ensure the QoS in SSME-based systems.

KeywordsService-oriented architecture Accountability Quality of service Diagnosis LLAMA service bus  Download fulltext PDF

Autor: Kwei-Jay Lin - Soo Ho Chang

Fuente: https://link.springer.com/

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