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Cost-Optimal Service Selection Based on Incident Patterns - A Service Level Engineering Approach

Kieninger, Axel Christoph

Abstract: The assessment of services' adverse business impact is a prerequisite for the determination of cost-optimal service offers. We suggest service incident patterns as an advanced form of quality measures describing a service's characteristic incident behavior. We show that the knowledge about service incident patterns and the business impact induced by service incidents is required to determine the total business costs a service induces and develop the method for Cost-Optimal Service Selection.


Zugehörige Institution(en) am KIT Karlsruhe Service Research Institute (KSRI)
Publikationstyp Hochschulschrift
Jahr 2015
Sprache Englisch
Identifikator DOI(KIT): 10.5445/IR/1000060870
URN: urn:nbn:de:swb:90-608700
KITopen ID: 1000060870
Verlag Karlsruhe
Umfang XVI, 193 S.
Abschlussart Dissertation
Fakultät Fakultät für Wirtschaftswissenschaften (WIWI)
Institut Karlsruhe Service Research Institute (KSRI)
Prüfungsdaten 11.11.2015
Referent/Betreuer Prof. G. Satzger
Schlagworte Business-Driven IT Management, Service Level Engineering, Business IT Alignment, IT Service Management, Pattern-Based Service Quality Management
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