Now the
technology has grown up to include various services like monitoring performance of any
type of end user device, and services are accessible from anywhere, any time. The need for
enhanced value remains the driving force behind these services, for example, Voice over
Internet Protocol (VoIP) services, which is drawing tremendous research interest in services
performance evaluation, measurement, benchmarking, and monitoring. Monitoring service
level parameters happens to be one of the most interesting application-oriented research
issues because various service consumers at the customer companies/end users??™ level are
finding it very difficult to design and monitor an effective SLA (Service Level Agreement)
with the presence-enabled service providers. This chapter focuses on to these specific issues
and presents a new approach of SLA monitoring through Data Envelopment Analysis (DEA).
This extreme point approach actually can work much better in the context of SLA monitoring
0 Bandopadhyay & Kumar
Copyright ?© 2007, Idea Group Inc. Copying or distributing in print or electronic forms without written permission
of Idea Group Inc. is prohibited.
than general central-tendency-based statistical tools, a fact which has been corroborated
by similar application examples of DEA presented in this chapter and has therefore it acts
as the primary motivation to propose this new approach.
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