In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology (IT) service factories. ...

Service Level Agreements (SLAs) specify the strict terms under which cloud services must be provided. The assessment of the quality of services being provided is critical for both clients and service providers. In this ...

Service provisioning is a challenging research area for the design and implementation of autonomic service-oriented software systems. It includes automated QoS management for such systems and their applications. Monitoring, ...

Outsourcing logistics has established itself in the area of the LSP (Logistics Service Provider), which offers a range of services to its customers. In this line, transportation is characterized as one of the most important ...

El servicio al cliente representa un factor fundamental para lograr el éxito en las organizaciones, para identificar el nivel de satisfacción de los clientes de la Secretaría de Educación Municipal de Pereira, se aplicó ...