The context of this article is the availability of enterprise IT services, a key concern for many
enterprises. While there is a plethora of literature concerned with service availability, there is …

As more enterprises buy information technology services, studying their underpinning
contracts becomes more important. With cloud computing and outsourcing, these service …

Today, the management of service quality poses a major challenge for many service
providers and their business customers. We argue that the trade-off between service cost …

The distinctive feature of eBusiness applications is their complexity due to the large number
of factors that have to be taken into consideration and aligned with regard to the products …

When designing services, a service provider has to define the quality of service levels that
will be offered to customers. These service level objectives (SLOs) form the basis for service …

Providing Infrastructure as a Service (IaaS) is becoming increasingly competitive due to its
growing world market. IaaS requires significant physical resources, eg, network connections …

Next generation network (NGN) should facilitate a single party to establish quality of service
(QoS) enabled path between the two IP providers mutually interconnected by one or more …

Purpose: Information Technology fundamentally changes how people interact. Cities are no
different. Cities, as all organizations, interweave Information Technology into every process …

This work analyzes an outsourcing provider's challenge to design optimal service offers in a
setting in which future service performance is uncertain and the provider is penalized or …

This chapter provides an outlook on two recent research streams from the field of services:
service network analysis and service level engineering. Service network research seeks to …