A service accountability framework for QoS service management and engineering |
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Authors: | Kwei-Jay Lin Soo Ho Chang |
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Affiliation: | (1) Department of Electrical Engineering and Computer Science, University of California, Irvine, CA 92697, USA |
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Abstract: | 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. |
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Keywords: | Service-oriented architecture Accountability Quality of service Diagnosis LLAMA service bus |
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