Abstract: Process for modelling an information system, in order to measure performance and monitor service quality for this information system. Data relating to a first Instance are collected on the first Instance or on one or several other Instances. These collected data are attached to this first Instance via the model of the information system. Classes of objects of the information system, called Vistas, are defined, each Vista comprising Properties and/or Indicators, the Instances of the information system belonging to one or several Vistas. The process further comprises rules defining inheritances between different Vistas. Various models of the information system can be defined from a same set of Vistas via different rules.

Abstract: Process for measuring performance and monitoring service quality of an information system, this process comprising a process for acquiring data within the information system, a process for processing the data and calculating Indicators, and a supply of reports on the performance and/or the service quality within this information system. It further comprises a process for homogenizing acquired data originating from various data sources, in particular: 1) data acquired by real-time polling; 2) data, in particular continuous or discrete data or events, acquired in real time from an external source; and 3) data, in particular continuous or discrete data or events, acquired in deferred time from an external source.