Cost-Optimal Service Selection Based on Incident Patterns - A Service Level Engineering Approach
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 |
| Publikationsjahr | 2015 |
| Sprache | Englisch |
| Identifikator | urn:nbn:de:swb:90-608700 KITopen-ID: 1000060870 |
| Verlag | Karlsruher Institut für Technologie (KIT) |
| Umfang | XVI, 193 S. |
| Art der Arbeit | Dissertation |
| Fakultät | Fakultät für Wirtschaftswissenschaften (WIWI) |
| Institut | Karlsruhe Service Research Institute (KSRI) |
| Prüfungsdaten | 11.11.2015 |
| Schlagwörter | Business-Driven IT Management, Service Level Engineering, Business IT Alignment, IT Service Management, Pattern-Based Service Quality Management |
| Referent/Betreuer | Satzger, G. |