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- W2921085694 abstract "Service availability management is a crucial area in IT service management. The expected availability of a given service is always defined in the SLAs (Service Level Agreements), which are the results of negotiation between customers and suppliers. How to monitor and measure the actual service availability more scientifically becomes critical, but it faces many challenges, probably the main challenge is that the availability should be consistent with the users' actual perceptions. To cope with the challenge, a monitoring and measuring model based on customer perception is proposed, which reflects and measures availability from the user perspective. This model is designed with low complexity and strong adaptability. The simulation shows that the availability obtained based on our model is close to the users' actual experiences. Moreover, it can be used to locate the range of the fault source and implemented with ease in ITIL (IT Infrastructure Library) tools." @default.
- W2921085694 created "2019-03-22" @default.
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- W2921085694 date "2018-11-01" @default.
- W2921085694 modified "2023-09-27" @default.
- W2921085694 title "Service Availability Monitoring and Measurement Based on Customer Perception" @default.
- W2921085694 cites W4302321873 @default.
- W2921085694 doi "https://doi.org/10.1109/icsess.2018.8663889" @default.
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