Abstract
Due to the complexity of running distributed and networked systems, we can recognise a trend of virtual re-centralisation of distributed systems. Since outsourcing IT resources, IT service providers are born. The aim of service providers is to run IT components offering qualified IT services to customers, who specify quality demands as service level agreements (SLAs). Service providers use management tools to assure the quality of IT services and to run IT effectively and efficiently. The management tools available today do not meet all demands of IT service providers fulfilling service level agreements customers. This paper specifies an integrated service management architecture supporting IT service provider to assure the quality of IT services.
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