Abstract: The present invention provides a method for managing delivery of a service that includes an initial step of modeling the service delivery by defining selected attributes of and inter-relationships among four interacting components including a service provider, one or more customers of the service, technology required for delivering the service as well as one or more suppliers of that technology. The selected attributes and inter-relationships are then monitored, and performance metrics for assessing the quality of service delivery are generated based on the monitored attributes and inter-relationships.

Abstract: A system and method for detecting or reporting service level or service outages on a network includes a meta service generator that operates on a network inventory to generate service definitions. The system is a server-based model, and each service definition includes usergroup and points of presence, thus instantiating multiple services in a manner that allows the definition to focus on relevant element events amid massive network event data, and detect service outages quickly and dependably. The outages, transaction spec outages and events so determined may be aggregated to provide overall measures that are compared with thresholds, performance criteria and other service metrics specified in a user Service Level Agreement (SLA) for billing, credit, evaluation or other purposes.