Abstract: An eService management framework is described that ensures quality of eService based on both the knowledge about the business process model of an e-service and the knowledge about the infrastructure that supports the e-service. In this framework, multiple local service management systems are deployed, each of which manages a part of the infrastructure to ensure the performance of a local system and then reports corresponding performance status of each local system to a dispatcher. Based on the performance status information routed through the dispatcher stored in the global data repository by the local service management systems, a global eService management ensures the quality of the eService by managing the infrastructure based on the business process model of the eService.

Abstract: A uniform data model for an event is described. The model consists of multiple categories, each of which includes multiple measures with each of the measures represented by either a quantitative or qualitative value. In constructing an event representation in accordance with the uniform data model, a category, to which the event belongs, is determined first. One or more measurement type, based on which the event is triggered, is then specified. The values of the selected measurements, either quantitative or qualitative, are then incorporated into the uniform data representation for the event.

Abstract: A method is described for deriving an e-service management strategy based on business process model. Specifically, given a business process specification that describes the business process of an e-service as well as an infrastructure specification that describes an infrastructure that supports the e-service, an e-service management strategy can be derived aiming at ensuring the service quality of the e-service by incorporating the needs imposed by the business process in the criteria for managing the infrastructure and by monitoring the impact of the infrastructure on the e-service in accordance with the business process.