research-article

A survey on service quality description

Authors:

Kyriakos Kritikos,

Barbara Pernici,

Pierluigi Plebani,

Cinzia Cappiello,

Salima Benrernou,

Attila Kertész,

Michael Parkin,

Manuel CarroAuthors Info & Claims

ACM Computing Surveys (CSUR), Volume 46, Issue 1

Article No.: 1, Pages 1 - 58

https://doi.org/10.1145/2522968.2522969

Published: 11 July 2013 Publication History

Abstract

Quality of service (QoS) can be a critical element for achieving the business goals of a service provider, for the acceptance of a service by the user, or for guaranteeing service characteristics in a composition of services, where a service is defined as either a software or a software-support (i.e., infrastructural) service which is available on any type of network or electronic channel. The goal of this article is to compare the approaches to QoS description in the literature, where several models and metamodels are included. consider a large spectrum of models and metamodels to describe service quality, ranging from ontological approaches to define quality measures, metrics, and dimensions, to metamodels enabling the specification of quality-based service requirements and capabilities as well as of SLAs (Service-Level Agreements) and SLA templates for service provisioning. Our survey is performed by inspecting the characteristics of the available approaches to reveal which are the consolidated ones and which are the ones specific to given aspects and to analyze where the need for further research and investigation lies. The approaches here illustrated have been selected based on a systematic review of conference proceedings and journals spanning various research areas in computer science and engineering, including: distributed, information, and telecommunication systems, networks and security, and service-oriented and grid computing.

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cover image ACM Computing Surveys

ACM Computing Surveys Volume 46, Issue 1

October 2013

551 pages

ISSN:0360-0300

EISSN:1557-7341

DOI:10.1145/2522968

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Publication History

Published: 11 July 2013

Accepted: 01 October 2012

Revised: 01 July 2012

Received: 01 November 2009

Published in CSUR Volume 46, Issue 1

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