DE10153845A1 - Quality monitoring of IT services, e.g. hardware and or software maintenance contracts, or out-sourced IT services, using a program for simulating service provision - Google Patents

Abstract

Method for quality monitoring of IT services in which fixed performance levels of a service level agreement (SLA) are linked with damage clauses and stored so that these can be used for customer specific control of service simulators. Independent claims are also made for a computer system, computer program, computer storage medium and method for uses of a computer system for quality control of IT services.

Description

The invention relates to a method and an arrangement for quality monitoring of IT services as well a corresponding computer program product and a Corresponding storage medium, which is especially for a (certified) simulation of IT services can be. Employees and / or providers can thereby cooperating on precise data and To support facts. The use of the invention enables a consistent, complete and implemented Coverage of the entire business process for Definition and general application of Service agreements (DLV). All key aspects like that Specifications, measurement / verification, Quality of service / compensation, damage-oriented control and the issuing of quality marks considered.

When IT services are outsourced, between the Employees and the external provider Service agreements - often as service level agreements (SLA) - for business critical Business processes completed. SLAs represent a comprehensive Description of IT services: In addition to contract data, that record the actual operation and the running time, Quality parameters that form the basis for target values and describe the period of use, Setpoints, e.g. B. determine the availability also reporting agreements are made, which u. a. the frequency of reporting and the List implemented key figures. In the event of violations of these Service quality agreement (e.g. downtime), the providers must pay agreed lump-sum damages.

Here is the way from the specification, so listing what services and quality the SLA includes, until the legal consequence, the damage exactly numbered, not consistent. Technical and legal contracts are not coordinated. Consequently is the provider or the customer depending on the situation Uncertain about the legal situation, for example under what conditions damage claims arise.

Quality control of IT services, providers offering to their customers is particularly high Relevance if the customer is a particular service attaches great importance. The priority increases Customers if this IT service, for example. business critical processes supported and therefore mandatory for the continued existence of a company.

For this reason, customers choose SLAs demanded. The provider is obliged to this Wish to comply and (thus only) a basis for the To deliver collaboration. SLAs that are legal Base can be completed without a technical Support only part of the provider offer cover. This usually includes the Data security. Further aspects in contracts are agreed, leave no legal without measurement Back up too.

• - Messung der Kundenzufriedenheit: Hierfür werden die objektiven und meßbaren Aspekte in sog. Metamodellen aufgezeigt und eingeordnet. Die genauen technischen Meßpunkte werden dabei nicht forciert.
• - Messung der Dienstleistungsqualität: Auf technischer Ebene werden Ansätze implementiert, die Qualitätsinformationen dienstbezogen zusammenführen, jedoch nicht den Dienst umfassend messen.

To obtain this required information, tools have been developed in the past with which these measurements were carried out using models of IT services. Previous models have been limited to components and topology modeling; The continuous closing of the gap to services and contracts, which is important for customers, is only dealt with implicitly. The interface to the customer is only dealt with in Customer Network Management, all other approaches neglect this as far as possible. Approaches that try to take service aspects into account are presented below. There are two conceptual directions that complement each other.

• - Measurement of customer satisfaction: For this purpose, the objective and measurable aspects are shown and classified in so-called meta models. The exact technical measuring points are not forced.
• - Measurement of service quality: At the technical level, approaches are implemented that bring together quality information related to the service, but do not measure the service comprehensively.

Measuring customer satisfaction

In addition to the external (to the customer), from Customers perceived quality differently can therefore only be determined via the customer, there are also aspects that are objective Align requirements and thereby, even without the involvement of Customers, become verifiable. This includes error-free Delivery time, availability etc. of a service. These quality aspects are described in the following The focus of the considerations for service-related Quality assessment stand.

In a provider-customer relationship you also have to distinguish between that guaranteed by the provider and the quality actually delivered on the one hand Side and that perceived, required and by the customer actually used quality on the other side.

In the area of service quality, a system for measuring customer satisfaction was developed. The so-called "gap model" (SERVQUAL model) developed by [BPZ92] measures the seven deviations (these are the gaps 1 to 7 ) of different quality aspects between the service offered and the customer's perception (cf. Fig. 1).

[Wall95] writes: "According to the current state of knowledge, it can be assumed that the customer only perceives or registers part of the quality used (gap 6 in Fig. 1). It is this perceived quality that he uses to meet his quality expectations compares and his judgment on the quality is formed from this comparison (gap 5 ). If this difference between perceived quality and expectations is small or even zero, the judgment is favorable. If the price is also considered fair and the delivery date is correct , the customer will be satisfied. "

For the provider, the difference between in Claimed and perceived quality (gap A) to be of considerable disadvantage. For example a customer does not realize that a new provider essential parts of his quality expectations are not fulfilled, which the previous service provider fulfilled, without that he noticed this. Not knowing this The fact that he can with cheaper prices of the new provider may be the service provider switch.

Examples of undetected parts of the claim taken quality are the proximity of a service point to the customer, the correctness of previous interactions between the customer and the supplier or the scope the service provided. As a result of getting used to are such parts of the claimed quality no longer perceived correctly. Your value will only be aware if the supplier has already been changed. Around To prevent this, the provider must give the customer the Quality of its services in full Bring awareness [Wall95].

The customer will normally only use part of the delivered quality (gap 7 ), while the rest is not important to him. Such an excess of quality of delivery can only be avoided in the case of one-off products and one-off services. With all series products, which have to be geared to the needs and expectations of customer groups and not individual customers, there can be an excess of delivered and used quality for the individual customer. However, if there is such a surplus for all customers, there is overengineering. This usually leads to the situation that the competition can supply customers more cheaply because their products do not have overengineering. In order to remain in business, the provider has to forego contribution margins with the overengineering and grant lower prices. The opposite can just as well happen: insufficient fulfillment of customer requirements [Wall95].

There are several causes for both phenomena. For example, the provider might not have been able to correctly grasp customer expectations, so that his ideas about customer expectations do not correspond to reality (gap 1 ). As a result, the specification on which the product development is based will have gaps or contain exaggerated demands [Wall95]. The specified or defined quality requirements may also differ from the customer requirements correctly recorded by the service provider (gap 2 ) or the service quality actually provided may differ from the specified requirements (gap 3 ).

Another case of a quality deficit is "if the promised quality does not match the delivered quality (gap 4 ). This leads to complaints because the guaranteed quality characteristics are not available" [Wall95].

By expanding the customer concept, the Quality assessment also on the internal Service creation: A breakdown of the Service creation process enabled in sub-processes a representation of the upstream and downstream Areas with corresponding Customer-supplier relationships. Both the restricted and the extended consideration is a precise specification the requirements are inevitable. To a Realizing such an understanding of quality must both Service and process quality for To be considered. For this, quality must be considered entrepreneurial concept and be seen in the Corporate policy to be integrated. The achievement of Quality is therefore a strategic management task.

Service quality measurement

The following are different approaches to monitoring the quality of service provided become. The study of these approaches requires however, a look at the management tools that the Make a claim based on service properties (SLA parameters) Monitoring and reporting enable too can [RFC2682, RFC2758]. The definition, compliance and the reporting of SLA parameters provides the Are core problems for all IT operators.

Most of them are currently in use Management tools focus on Fault detection, fault isolation and problem solving within of a networked system, as well as on the reporting of this Events in the form of status reports. Regarding that Monitoring and especially reporting that the Compliance with the key figures defined in the SLA is documented, these tools can only be used to a limited extent. additionally the tools are unable to do the whole networked system and cover a detailed view to enable IT services. this fact requires a competent IT workforce to make the decisions about those IT resources that are being monitored and should be measured. The resulting one The consequence is that network administrators and Network operators different monitors must check component-related. This process reinforces the Need for full integration and collaboration of tools.

From the observation just made and the SLA Definition emerge from the SLA monitoring resulting measurement data, the correlation of these Measurement data, the IT components used and their Interaction important in the execution of the services Represent factors within the SLA and therefore for considering the management tools come. These important aspects are discussed here outlined:

measurement data

The determination of measurement data with the help different procedures is an important point in the Examination of the tools. Most tools use either RMON, an SNMP agent or one independent data collector for the collection of network and application data. All products build on software-based polling agents. Indeed the data source itself decides what type of Report should be created. Almost all tools use traditional architectures (OSI, Internet) for polling components managed by SNMP and for Report generation. In addition, the Tools usually the SNMP-MIB I and II that for the collection of measurement data on IT resources are necessary. This information will eventually to determine the quality of the network status, such as Availability and utilization, summarized [Lars97].

Correlation of the measurement data

In order to obtain the desired SLA parameters, the measured data may have to be correlated appropriately. This correlation can take place, for example, on the basis of calculation rules on measurement data. The following example from [LeCo96] documents the calculation of a possible SLA parameter "percent input errors" using MIB variables. First, the following MIB variables must provide measurement data from the component or components to be monitored: ifInUcastPkts, ifInBroadcasts, ifInMulticasts, ifInErrors. The individual variables indicate the rates of the unicast, broadcast, multicast and error packets received. The parameter "percent input errors" is calculated according to the following rule:

percent input errors = ifInErrors / (ifInUcatsPkts + ifInBroadcasts + ifInMutlicasts).

IT components

Network the IT components of one System and their cooperation with each other realize network services. That means this Components related to the SLA parameters stand. For the provision of quality of service are for the customer especially the evidence of the key figures "Availability", "Reliability" and "Performance" significant. That requires resources an IT environment that must be taken into account make a significant contribution to availability and To perform a service. In this aspect this cooperation becomes a service provision between treated the components.

services

This aspect defines the SLA parameters that associated quality levels as well as the creation of Proof of performance based on the agreed SLA parameters within an SLA.

• - Messung, der für die Diensterbringung zuständigen Komponenten (Monitoring),
• - Bereitstellung von Korrelationsfunktionen zur Erzielung von SLA-Parametern (Korrelation),
• - Bereitstellung von Problemdiagnose- und Problemlösungsfunktionen zur Maßnahmenergreifung bei Dienstverletzungen im Rahmen des SLAs (proaktive Störungsbehebung),
• - Bereitstellung von Reporting-Funktionalitäten zur Erstellung von SLA-Parameter-basierten Reports und automatischer Verteilung an entsprechende Personen (Reporting) sowie die
• - Bereitstellung von Priorisierungsfunktionen zur Behandlung von SLA-Verletzungen.

Based on these four aspects, the following requirements are placed on management tools that are to enable monitoring and reporting [HePa98]:

• - measurement of the components responsible for service provision (monitoring),
• - Provision of correlation functions to achieve SLA parameters (correlation),
• - Provision of problem diagnosis and problem solving functions for taking measures in the event of service violations within the framework of the SLA (proactive troubleshooting),
• - Provision of reporting functionalities for the creation of SLA parameter-based reports and automatic distribution to appropriate people (reporting) as well as the
• - Provision of prioritization functions for the treatment of SLA violations.

The aspects described and the requirements for Management tools represent characteristic points that is considered when examining the tools must be [IBM99-1, IBM99-2].

The management tools HP Firehunter, InfoVista and the Tivoli Framework with the modules TME 10 Distributed Monitoring and TME 10 Enterprise Console are briefly described below with regard to these characteristic points [IBMRB98, IBMRB99]:
HP Firehunter is suitable for monitoring SLAs as well as for reporting and also offers a service model with which the relationships between the components for service provision are modeled. This option also ensures error detection and error diagnosis in the event of service violations. The tool can be used for proactive troubleshooting, since there is only the option to carry out actions in the event of service violations or threshold violations, such as sending SNMP traps or e-mails. It should also be mentioned that application monitoring is not possible with this solution [HePa98].

InfoVista is particularly suitable for monitoring of SLAs and reporting. To accomplish this Functionality is provided by an object-oriented Data model, which is essentially the networked system of an IT operator, the creation of the reports, as well represents the measurement data required for this [RFC2768]. It will be captured and on duty Components of an evaluation formula involved allocated and based on this a report is generated. This means that in addition to a network one Carry out system monitoring. An application monitor is not possible with this solution, but it can with a very high implementation effort in that System can be integrated. A proactive one Fault handling cannot be carried out with InfoVista become [IVTC99, IVWP97].

The Tivoli Framework offers with its numerous Modules a wide range of functions in the area of Network, system and application management at [RHD99]. For reasons of complexity, only the modules Distributed Monitoring (DM) and Tivoli Enterprise Console (TEC) as the basis for the investigation of the Tool used. With the DM, network and monitor system components [RFC869] and measure up. Application monitoring is with Tivoli partly through the Application Management Specification (AMS) possible [AMS97]. So an application The manufacturer must be able to be made capable of management an AMS-compliant description for all components deliver. The reporting is considered with the two Tools not possible. However, there are Modules that provide report functions. The Correlation of the measurement data and SLA parameters provides one great effort because of the calculation rules defined and processed in PROLOG. A Proactive troubleshooting can only be partial will be realized. Assigned in the DM module Actions when exceeding specified Threshold values carried out [TiSy98-1, TiSy98-2].

The modeling of services is important for the quality assessment, because for a correlation it has to be determined which components were involved in the provision of a service. The present approach describes the functional dependencies between services in a layered service graph. The nodes represent the services and the edges the functional dependencies. A service hierarchy is built up in the layered graph, which differentiates between the levels of application 8 , base 9 and communication services 10 (see FIG. 2). The services build on one another or are functionally dependent on the underlying layer in a specific service context.

• - Beschreibung der Abhängigkeiten zwischen den Ebenen
• - Aufstellung von Regeln zur Ermittlung von Kennzahlen.

The identification of the components belonging to a service is required to determine key figures. The graph supports two aspects:

• - Description of the dependencies between the levels
• - Establishment of rules for determining key figures.

A distinction is made between AND and OR edges so that the rules can be set up. In the graph, the application 11 is e.g. B. available when basic service 13 and connectivity 14 are also available. I.e. if the basic service 13 or connectivity 14 fails, the service is no longer available. If, on the other hand, the application 11 fails, the backup application 12 takes up its function and provides the application service.

If a service graph has been set up with all the necessary components, it is necessary, e.g. B. to calculate the availability of the service. The components are tested every Δt time units. The availability A indicator for e.g. B. an IP interface I in a time interval [t1, t2) is defined as follows:

Here τ _i = t ₁ + i.Δt for i ≥ 0 and fault (I, t) means a failure for the interface I at time t. This approach does not go beyond the description of the formula used to calculate the availability indicator. Generic service graphs and formulas are still in the experimental stage [LSS97].

Overall, it should be emphasized that the described conventional tools no functions to solve Offer SLA violations.

The above investigation of the tools shows all due to their different positioning the requirements mentioned. The InfoVista System positions itself particularly in the area of Reporting because its strengths in efficient Provision of parameter-based reports. The Tivoli Framework with its variety of functions and numerous modules is able to meet all requirements at least partially to be fulfilled, but a very high integration, adjustment, cost and Training effort means. The position of the firehunter system lies between that of the Tivoli framework and the information Vista system. They are functions for modeling services, IT infrastructure and SLA parameters a proactive fault processing is in place however only feasible to a limited extent.

A generic SLA approach is the traditional one Management tools are not based. The use of this Tools for realizing an SLA approach is on limited to a few operator scenarios. typical Examples are operators who e.g. B. only one customer have or just a dedicated selection of simple ones Offer network services.

The existing solutions lack the necessary ones Integration in the respective operator scenarios. The way from the description of services, i.e. the list, what services and quality the SLA includes, up to Legal consequence, which quantifies the damage, exists not consistent. Technical and legal contracts are not coordinated with each other so the Provider or customer depending on the situation in uncertain the legal situation, for example under which Conditions claims for damages arise.

The current state of modeling is therefore in the essentially characterized in that measurement results generally component oriented or in Software systems that support or support business processes implement (e.g. trouble ticket systems for the problem Management process), incurred and therefore not service-oriented.

This situation in the operation of networked systems 18 is illustrated by FIG. 3.

Measurement information is currently being used for component-related purposes Quality statements correlated and in reports summarized. Typical reports include condensed reports Measurement results, the statements about similar systems enable such. B. Router failure statistics. A report should, on the other hand, be proof of service Level agreements oriented.

The implemented according to the reporting agreements Reports that show the quality of IT services must be service-oriented in accordance with the SLAs be aligned.

This requirement is currently used by quality reports largely not met. Also a summary of heterogeneous systems as they are Management platforms being implemented changes this problem nothing fundamental: although used today Management platforms largely technical specifics The area of effect remains transparent of the above reports mainly on one component-oriented view limited. Reason for that is, that is behind that offered by these tools Functionality to monitor SLAs for compliance, only a component-related threshold setting hides. A service orientation at the Quality assessment - as it is especially for an employee would be important - does not take place.

The object of the invention is now once Disadvantages shown in measurement and detection of Quality of service (e.g. downtime) remedy. The invention is intended both for the customer as well as the provider mechanisms the processes in the provision of the service Make or use transparent for everyone involved. In particular, a relationship between the technical and legal side of the contracts entered into manufactured and last but not least an economical use of resources are made possible. The invention is there allow such key issues as that Specifications, measurement / verification, Quality of service / claims for damages, damage-oriented control and to consider the issuing of quality marks.

This object is achieved by the Features in the characterizing part of claims 1 and 9 to 12 in cooperation with the characteristics in Generic term. Appropriate configurations of the invention are included in the subclaims.

A particular advantage of the invention is that in the process of quality monitoring of IT Services specified in an SLA Service (s) with target agreements and Damage information is linked and saved and this data of the customized control of Serve service simulators.

An arrangement for quality control of IT services are advantageously set up in such a way that it comprises a processor set up in this way is that a quality control of IT services are feasible, being in an SLA fixed performance (s) with target agreements and Damage information is linked and saved (will) and this data of the customer-specific Control service simulators.

A computer program product for quality control of IT services includes a computer readable Storage medium on which a program is stored, that allows a computer after it is in the Computer memory has been loaded, one Quality monitoring of IT services to be carried out, whereby the (s) laid down in an SLA Service (s) with target agreements and Damage information is linked and saved and this data of the customized control of Serve service simulators.

For the quality monitoring of IT services can also be a computer readable storage medium can be used on which a program is stored that it enables a computer after it is in the Computer memory has been loaded, one Quality monitoring of IT services to be carried out, whereby the (s) laid down in an SLA Service (s) with target agreements and Damage information is linked and saved and this data of the customized control of Serve service simulators.

A method of using a system for Quality control of IT services exists Advantageously in that from an IT service provider Services offered by a user of the system Quality control monitors, logs and / or be rated, with the user of the system as towards the IT service provider and its customers acts as a neutral third party and if necessary based on his results, certificates for IT Service provider awards.

For the employee on the one hand arises from the use of the method according to the invention is high Transparency when concluding the contract, because concrete description of the IT services in the SLA can clearly understand the service provided. The provider on the other hand receives one Management tool for the cost-conscious use of the Operating personnel. The method according to the invention makes it possible him, his business based on claims for damages to monitor and control in a service-oriented manner. All time horizons are covered, i. H. It is a Overview of previous and current damage possible equally the prediction for possible damage occurring. Likewise, in Difference to standard management platforms, which measurements (monitoring) on individual IT Implement systems, projections for the future create.

The invention enables service providers and providers cooperate on precise data and facts to support. The data collection can also be carried out by an independent third party. In this case is the concept of the impartial expert by the Quality of the data using the invention Procedures are determined, supported significantly. at such an use of the invention is the measurements for the certified simulation of IT Services and not classic monitoring.

The invention achieves a consistent, complete and implemented coverage of the whole Business process for the definition and general application of SLAs. All key aspects like that Specifications, measurement / verification, Quality of service / compensation, damage-based control and issuing of quality marks are taken into account.

specifications

Subject of Service description is the creation of a technically-oriented description of SLAs. The IT Services to assign to the respective SLAs. The height Functionality that is incumbent on services will vary User requirements based on the used Technology selected. This creates a precise Terms of Reference.

Measurement and proof of the service provided

The precise performance description is a prerequisite for the simulation of services. The measurements simulate the service. This enables the highest possible informative value about the quality. The proof has already been prepared in accordance with the SLAs and serves as the starting point for the Damages determination.

Determination of service quality and compensation

The quality of service and that from not performance resulting compensation are determined in this step.

Damage-oriented control of IT operations

This Task is one of the most complex conceptual and technical tasks. Using statistical Extrapolations based on heuristics the preview of future ones Claims for damages possible. An overview of the previous and current damages are also considered as well.

Since, of course, the scope of the invention also includes Service simulators for classic IT services (SAP R / 3, document management), web services (email) and other multimedia services (VoIP) are included the invention immediately from a variety of providers for the quality assurance of your IT services available.

In particular, the invention provides the following concrete advantages:

• 1. Provider und Kunden können jederzeit Aussagen zur Qualität der SLAs und deren Dienste haben - die Dienstleistungsvereinbarungen werden transparent und somit zu einem neuen Marketinginstrument;
• 2. Der Provider kann anhand der Schadensvorschau seinen IT-Betrieb besser leiten, da der Einsatz des Betriebspersonals zielorientiert erfolgt;
• 3. Die SLAs können zur Organisation der Geschäftsabläufe angewendet werden;
• 4. Die SLAs können leichter aktuell gehalten werden;
• 5. Ermöglicht wird eine Abstützung von SLAs auf Meßergebnisse, die auf Dienstebene erfaßt wurden;
• 6. Proaktives Handeln: Bevor mögliche Qualitätseinbußen der Dienste eine vordefinierte Marge überschreiten wird durch Signale vorgewarnt. Die Warnungen sind Kunden-, SLA- und dienstorientiert;
• 7. Marketingfaktor Qualität: Provider wollen stets neue aber auch große Kunden gewinnen. Mit der Erfindung erhält der Anbieter eine Bewertung seines eigenen Unternehmens. Der Vertrieb erhält mit diesen Zahlen gesicherte und nachprüfbare Aussagen, die nach außen gegeben werden können;
• 8. Die externen Messungen schließen die Lücke zwischen Vertriebs- und Administrationsaussagen;
• 9. Die Erfindung schließt die Lücke zwischen juristischen und technischen Service Level Agreements;
• 10. Kalkulierbares Risiko: Entscheider können die Qualität normiert bewerten;
• 11. Das Provider-Hopping, das sich derzeit einstellt, ist für den Betreiber gleichzusetzen mit einem fortwährenden Verlust der Kundenbindung, einem wichtigen Wertschöpfungspunkt. Das Gütesiegel, wenn die Datenerhebung durch eine unabhängige dritte Instanz erfolgt, steigert seinen Wert und erleichtert die Vermarktung seiner Dienste. Dies gilt auch für die Provider-Subprovider-Beziehung;
• 12. Zertifizierte Simulation von IT-Diensten: Einige große Provider kümmern sich selbst um das Thema SLA. Dabei werden die Aktivitäten Messung, Korrelation und Reporting sowie die SLA-bezogene Aufbereitung selbst durchgeführt. Der eigene Tagesbetrieb ist durch diese zusätzlichen Aktivitäten belastet. Die Erfindung entlastet den Provider hierbei und gewährleistet die Korrektheit der SLA- Aktivitäten durch seine unparteiische unabhängige Stellung;
• 13. Etwaige Schwachpunkte in der Infrastruktur werden im Zuge der Überprüfung lokalisiert und können behoben werden.

Advantages from a provider perspective:

• 1. Providers and customers can have statements about the quality of the SLAs and their services at any time - the service agreements become transparent and thus become a new marketing tool;
• 2. The provider can use the damage forecast to better manage his IT operations, since the deployment of the operating personnel is goal-oriented;
• 3. The SLAs can be used to organize business processes;
• 4. The SLAs can be kept up to date more easily;
• 5. It is possible to base SLAs on measurement results that have been recorded at service level;
• 6. Proactive action: Before any possible loss in quality of the services exceeds a predefined margin, signals are given in advance. The warnings are customer, SLA and service oriented;
• 7. Quality as a marketing factor: Providers always want to win new but also large customers. With the invention, the provider receives an evaluation of his own company. With these figures, sales receive reliable and verifiable statements that can be given to the outside;
• 8. The external measurements close the gap between sales and administration statements;
• 9. The invention closes the gap between legal and technical service level agreements;
• 10. Calculable risk: decision-makers can assess the quality in a standardized manner;
• 11. Provider hopping, which is currently emerging, is to be equated to the operator with a permanent loss of customer loyalty, an important point of added value. The seal of approval, if the data is collected by an independent third party, increases its value and makes it easier to market its services. This also applies to the provider-sub-provider relationship;
• 12. Certified simulation of IT services: Some large providers take care of SLA themselves. The activities measurement, correlation and reporting as well as the SLA-related preparation are carried out in-house. Your own day-to-day operations are burdened by these additional activities. The invention relieves the provider and ensures the correctness of the SLA activities through its impartial independent position;
• 13. Any weaknesses in the infrastructure are localized in the course of the review and can be remedied.

• 1. Die Erfindung erlaubt unabhängige und rechtsgültige Aussagen, insofern sie von parteilosen Dritten eingesetzt wird - Dienstleistungsvereinbarungen werden zu einem Qualitätsfaktor;
• 2. Die Erfindung liefert Qualitätsaussagen zu den von Kunden in Anspruch genommenen Diensten, statt Sammelstatistiken kann der Erfolg punktuell respektive gezielt nachgewiesen werden;
• 3. Die Erfindung basiert auf einer einfachen Formulierung der Qualitätsanforderungen;
• 4. Vergleich von Providern und Individualisierung: Mit der Erfindung können unterschiedliche Dienste von Providern gemessen werden. Statt Inanspruchnahme eines pauschalen Leistungsbundles können gewünschte Providerdienste einzeln zusammengestellt werden. Mit der Erfindung lassen sich die besten Dienste von unterschiedlichen Providern herausfiltern;

From a user and end customer perspective:

• 1. The invention allows independent and legally valid statements, insofar as it is used by independent third parties - service agreements become a quality factor;
• 2. The invention provides quality statements on the services used by customers, instead of collective statistics, the success can be proven selectively or specifically;
• 3. The invention is based on a simple formulation of the quality requirements;
• 4. Comparison of providers and individualization: With the invention, different services of providers can be measured. Instead of using a flat-rate service bundle, desired provider services can be put together individually. With the invention, the best services from different providers can be filtered out;

• 1. Policen: Provider auch Subprovider lassen sich transparent bewerten. Versicherer können somit die Qualität des Betreibers einschätzen und präzise zugeschnittene Policen anbieten;
• 2. Rechtsfall: Tritt ein Rechtsfall ein, kann der Rechtsanwalt auf Basis der Reports der anerkannten Software diese bei seinen Verhandlungen zitieren und somit seine Argumentationen durch aussagekräftige (von unabhängigen Dritten erstellten) Reports vornehmen.
• 3. Versicherer können zur Bestimmung des Schuldners im Schadensfall die Erfindung einsetzen und somit Personal gezielt als Schadensgutachtern einsetzen. (Grund: Die Dienstsimulatoren bedienen die Software immer richtig, deshalb kann man den Kunden als Schadensverursacher bestens ausmachen).
• 4. Versicherer können die Erfindung in das eigene Produktportfolio einbinden, um für Kunden und Provider eine Basis zu schaffen, damit beide proaktiv handeln können.
• 5. Versicherer können zum ersten Mal IT-Provider über einfache Haftpflichtpolicen für z. B. zerstörte Festplatten hinaus versichern und dies auch kontrollieren.

From a lawyer and insurer's perspective:

• 1. Policies: Providers and sub-providers can be assessed transparently. Insurers can therefore assess the quality of the operator and offer precisely tailored policies;
• 2. Legal case: If a legal case arises, the lawyer can use the reports from the recognized software to quote them during his negotiations and thus make his arguments through meaningful reports (created by independent third parties).
• 3. Insurers can use the invention to determine the debtor in the event of a loss and thus employ personnel specifically as loss assessors. (Reason: The service simulators always operate the software correctly, which is why the customer can be identified as the cause of the damage).
• 4. Insurers can integrate the invention into their own product portfolio in order to create a basis for customers and providers so that both can act proactively.
• 5. For the first time, insurers can use simple liability policies to cover IT providers for e.g. B. insure destroyed hard drives and also check this.

The invention thus offers massive support, by doing a service oriented modeling and damage-oriented evaluation of IT services undertakes a large number of the partners involved of added value.

The invention is based on one at least partially shown in the figures Embodiment will be explained in more detail.

Show it:

Fig. 1 shows a schematic representation of the measuring customer satisfaction after SERVQUAL model for [BPZ92];

Fig. 2 stratified service graph;

Fig. 3 Monitoring the operation of networked systems;

Fig. 4 List of some IT providers with details of important damage-relevant processes;

Fig. 5 listing of some services which are enabled by the use of the invention;

Fig. 6 tool environment with separation of (independent) provider of the quality monitoring and IT provider;

Fig. 7 is schematic representation of the method steps and information flows in the sequence of the method;

FIG. 8 showing the login screen (modeling tool) of an exemplary program for the detection of the SLA;

Fig. 9 Home the exemplary modeling tool;

FIG. 10 is input mask for applying a SLA;

FIG. 11 is a mask for selecting or creating new (business) services;

FIG. 12 is a mask for configuring the functionality of (service) services;

Fig. 13 mask for the definition of a measuring point (monitor)

Fig. 14 Exemplary representation of a possible definition of monitoring functions;

Fig. 15 Example of the display of report data;

FIG. 16 is a mask for the configuration of legal consequences;

FIG. 17 is a mask for the input of service-related damage packages;

Fig. 18 Example of service-related (service: email; function: send; recipient: Scholderer) flat-rate damages;

Fig. 19 Display of the sum of damages (legal consequences) extrapolated for the worst case;

Fig. 20 monthly report on the actual amounts of damages with details of expected future legal consequences;

Fig. 21 detailed report on legal consequences of a special service (here: send email to Scholderer).

The entrance situation for the use of the The method according to the invention is for example as follows: An IT provider wants himself and his company align service-oriented. He can do this a network of a lawyer or a Law firm and an independent provider of turn quality monitoring according to the invention, wherein this network combines the necessary skills and offers or coordinates them from a single source. Out The request of the IT provider results in the following Steps in which the respective responsible partner to be involved.

In the following consulting and analysis phase all activities are summarized that are necessary are to make an IT provider service-ready, d. H. to prepare him for SLA. The main tasks consist of the central components at the provider identify and define its services. Out service simulators are assigned to this knowledge or derived that correspond to the profile of the operator. It is therefore examined to what extent the IT provider is involved the existing monitors can be equipped to to ensure service monitoring. Intended the IT provider to offer new services for which none Monitors are present, so the independent takes over Quality monitoring provider the free Implementation of the corresponding service simulator (Monitor).

The results of the analysis phase should be in a Design phase between law firm, if applicable TÜV and Quality monitoring providers are discussed. Together with the IT provider, a solution will be found sought. The required SLAs are modeled and advantageously with the provider and its customers Voted.

Once the contracts and services have been established, the independent quality monitoring providers Implementation on the platform. Need new ones Service simulators are created as an important partner advantageously involve the TÜV. The Service simulators must meet a quality standard since the accounting and evaluation of the measurement data he follows.

In the subsequent check-in phase, the independent provider of quality monitoring by TÜV certified service simulators and measures the Quality of the IT provider.

Once the check-in phase has taken place, certification can take place done, for example, by a certification consortium meets and according to certain criteria that apply Measurement data are pronounced, certificates are issued.

With the invention, an (independent) provider of Quality monitoring of IT services in the Location, to its customers, the IT providers, one So far unique platform for the proof of To provide quality of service. Based on the emerging transmission traffic becomes accounting organized. The services of the SLA platform can be accessed via Flat-rate usage rights to the providers / customers be made accessible.

FIGS. 4 and 5 show some possible customers (IT providers; FIG. 4) who can optimize their business activity by using the invention, or services ( FIG. 5) provided by an (independent) provider of quality monitoring can be offered.

From a technical point of view, the tool environment is divided into four areas (see FIG. 6): target definition 20 , information provision 23 , archiving 22 and result 21 . The target definition area 20 essentially supports the operator 15 in setting up SLAs and setting them up in a service-related quality assessment system (using the service modeling aid). The area result 21 is significantly influenced by the evaluation or assessment of the measurement information. The results are presented by a console or by reporting tools. All areas "communicate" with each other via a logical data store, the target / actual database 30 .

The boundary between the (independent) provider 19 of quality monitoring and the IT provider 15 can be seen at the “monitoring” interface 34 .

An embodiment variant of the method according to the invention will be explained in more detail below with reference to FIG. 7. The division of FIG. 7 shows the four areas of service description, determination of service quality and damage compensation, measurement and verification of the service provided and damage-oriented control of IT operation described above. The individual areas and their links are shown based on the flowing information:
The service description comprises steps A1 and A2, whereby in step A1 the service level agreement is drawn up for a customer and linked to the services via an assignment 1: n (SLA: services). The services are available in a technical jargon (e.g. email, web,...) (See also FIGS. 10 and 11 and below p. 30).

The services are defined in more detail in step A2. A detailed description of the service functions (e.g. send email, receive email and send / receive email - see Fig. 12 to 14 and below p. 30 f.) Is the starting point for specifying the service level agreements. After step A2 has been carried out, there is an adequate description of services that the customer understands and that offers optimal conditions for measurements and legal consequences.

After these steps is the service description which is the starting point for the automatic service-oriented monitoring and control the operational processes at the IT provider.

Determination of service quality and compensation

In step B1, the target agreements are assigned to the services that are referenced in the service description and linked to the agreed damage flat rates (see FIGS. 16 to 18). At this point, it is already possible to obtain a worst-case damage projection (see Fig. 19). The provider and the lawyer can evaluate the target data, flat-rate damage and risks from a business perspective. The target agreements, combined with the flat-rate damages, are used directly to control the service simulators (timeouts, measuring intervals, etc.).

Step B2 makes the target agreements and Lump sums of damage accessible to the service simulator.

Measurement and proof of the service provided

Within this area, the service simulators for the service description are activated in step C1, which in turn are based on the service descriptions provided by module A2 and also take into account the data (SLA (target) agreements) provided by module B2. If all the necessary data is available, the service simulators are switched online. From this point on, the system measures the services of a provider and archives the results, which are prepared by reports (see Fig. 15).

Damage-oriented control of IT operations

In this step, which is implemented by module D1, the archived results (determined by C1) are compared with the target data (from B1) and the damage is evaluated on the basis of the damage flat rates (cf. FIGS. 20 and 21). Based on a set of rules that works with heuristics, the software offers the unique opportunity to offer a preview of certain SLAs and the legal consequences. The set of rules operates on the measurement data and evaluates the failures on the basis of historical patterns and interpolates the results so that they offer a future-oriented preview (cf. the data given in FIG. 20 under "Future legal consequences").

The use of the computer program according to the invention will now be explained with reference to FIGS. 8 to 21 using a special exemplary embodiment.

Such a program can, for example, be run by an SLA Provider or certifier can be used. He would have then all rights to change already set values and add new ones. IT provider and its customer would only have reading rights in this case. At this The IT provider would use the SLA provider the conditions (services offered, compensation u. work out under which the IT provider under business considerations Wants to offer services. If over these conditions one Decision is made, the saves SLA provider this data and uses this data to monitor the IT services of the IT provider, whereby from this At the time the IT provider does not have access to that Program has more.

A similar program or parts of it However, an IT provider could also connect to the program with a services / legal consequences catalog to use it to enable a customer to get out of this catalog To select services related to them Display legal consequences and thus weigh up whether and about which services - possibly automatically via the Internet - a service contract with the IT service provider wants to complete.

After the program has started, a login mask is usually provided, as shown in FIG. 8 as an example. In order to gain access to the program, login and / or password must normally be entered. In certain cases it may be sufficient to simply click on the "Login" button.

If the login was carried out successfully, you will be taken to the start page of the exemplary modeling tool (see Fig. 9).

• - Der Config-Modus wird standardmäßig voreingestellt. Innerhalb dieses Modus können Sie die technischen Leistungen eines SLAs beschreiben. Dies beinhaltet den Dienst, dessen konkreten Funktionen und die Meßpunkte, die der Betreiber vorzusehen hat. Integriert ist auch eine Schnittstelle hin zu Reportingsystemen, die die Qualität des Providers tatsächlich nachweisen.
• - Der Rechtsfolgemodus ermöglicht es, die beschriebenen Leistungen mit konkreten Vertragspauschalen zu belegen. Eine Auswertung der einzelnen Dienste befindet sich in einem separaten Vertragskalkulator.
• - Mit dem Löschmodus können Leistungen aus SLAs gelöscht werden.

All modeling modes 37 , which the provider of the modeling tool provides, can be found at the top left.

• - The config mode is preset by default. In this mode you can describe the technical performance of an SLA. This includes the service, its specific functions and the measuring points that the operator has to provide. An interface to reporting systems that actually demonstrate the quality of the provider is also integrated.
• - The legal consequence mode enables the services described to be substantiated with specific contractual lump sums. An evaluation of the individual services is in a separate contract calculator.
• - Services can be deleted from SLAs using the delete mode.

• - Name des SLAs (Im Beispiel "SLA1"),
• - Vertragslaufzeit,
• - Monitore übernehmen: Dies bedeutet, daß alle Leistungen verwendet, oder von anderen bestehenden SLAs übernommen werden.

If you click on the "SLA (new)" field in navigation mode 38 , an SLA can be created with the following parameters (see FIG. 10):

• - Name of the SLA ("SLA1" in the example),
• - contract term,
• - Take over monitors: This means that all services are used or taken over by other existing SLAs.

To create the SLA, click on the corresponding field "Create SLA".

If such a new SLA has been created (here "SLA1"), you have to click on the field "SLA1 (new)", whereby all available services are offered. In the example (see FIG. 11), some typical Internet services, such as e-mail, Internet access ("Web") or FTP, are mentioned. An extension if a service is missing is easily possible.

Has z. For example, if email is selected, the entry "eMail (new)" is created under SLA1 (new) (cf. FIG. 11).

Every service must be configured. Depending on the requirements of the provider, these services must also be specified. The range of functions is an essential point here. The functions "Send", "Receive" and / or "Send / Receive" can be selected for email (cf. FIG. 12). Here is z. B. a separation or coupling possible to be able to break down measurement data.

If the decision for the range of functions has been made, you can use z. B. via the field "Send (new)" define the measuring point (monitor) (see FIG. 13). This is important for every service. If an actual measurement is made, it is up to the provider to whom the provider makes the results available.

The actual definition of the functions is shown as an example in FIG. 14.

Since the provider z. B. operates several mailboxes he modeled it several times (here in the example about the "Mail to Riechmann" field).

If specific monitors are set up, the possibility can be provided, for example, via an interface of recording and displaying the report data, as shown in FIG. 15. Availability and response time are reported here. Otherwise, new key figures can be added and measured due to the modularity.

Deviations can also occur with Signal lights (red-yellow-green) are shown.

Central measured variables (also called key figures), which as Standard should be offered, for. B. Availability and response time. Special additional Measured variables could, for example, be implemented explicitly.

If you now switch to the legal consequence mode contained in the modeling modes 37 , you have the option of using the navigation to provide services from SLAs with damage allowances (cf. FIG. 16). The window that appears on the right shows that the SLA hierarchy on the left is now in the legal consequence mode.

If you click now (new), then no new ones will be created Monitors created, but the damage sums modeled.

At every level, ie for each of the fields such as For example, "eMail (new)" or "Send (new)" or "Mail to Scholderer (new)" (see Fig. 17), the contract fees can be modeled.

Depending on the requirements, the services can be used with. Flat rates are taken. The fixed flat rates can be called up as shown in FIG. 18.

The subsequent worst case scenario (see Fig. 19) is obtained when the legal consequences projection into which the data from the individual reports are included. The first line shows the sum of the respective daily, weekly and monthly rates as well as the extrapolated damage over the entire term. In addition, the individual sentences that have been agreed for the services are listed.

In order to find out the actual consequences of the damage, the list shown in FIG. 20 is reached via the "Show legal consequences" field. The total damage is quantified for "SLA1 (total)". The detailed breakdown can be created using monthly reports as shown here.

Likewise, the current one is selected via "Currently failed" Damage figures.

The damage forecast is shown under the line "Future legal consequences". The future service behavior and thus the expected date (bottom center in Fig. 20) are interpolated using historical measurement data and the amount of damage is determined using heuristics.

The next level of detail is reached via "SLA1 (total)" (cf. FIG. 21), ie the actual measurement data of the services are listed here.

The invention is not restricted to the exemplary embodiments shown here. Rather, it is possible to implement and implement further embodiment variants by combining and modifying the means and features mentioned, without leaving the scope of the invention. Cite [AMS97] Tivoli Systems: Application Management Specification, Version 2.0, Tivoli Systems., 1997
[BPZ92] Berry, LL, A. Parasuraman, V. Zeithaml: Quality service - what your customers expect, what you have to do, Frankfurt New York, 1992.
[HePa98] Hewlett Packard: Service Level Agreements - An Emerging Trend in the Internet Service Market, A Strategic White Paper, 1998.
[IBM99-1] IBM - International Technical Support Organization: Designing Tivoli Solutions for End-to-End Systems and Service Management, Austin 1999.
[IBM99-2] IBM - International Technical Support Organization: Using Tivoli Decision Support Guides, Austin 1999.
[IBMRB98] IBM Redbook: TEC Implementation Examples, RN SG24-5216-00, IBM Coperation, 1998.
[IBMRB99] IBM Redbook: Integrated Management Solutions Using NetView Version 5.1, RN SG24-5285- 00, IBM Coperation, 1999.
[IVTC99] Info Vista: The Challenge of Service Level Management, Columbia, 1999.
[IVWP97] Info Vista: The Quality of Service Management Solutions, Technology White Paper, 1997.
[Lars97] Larsen, AK: Guaranteed Service ?, Data Communications, 1997.
[LeCo96] Canvas, A., KF Conroy: Network Management, Addison-Wesley Publishing Company Inc., 1996.
[LSS97] Lazar, A., R. Saracco, R. Stadler: Integrated Network Management V - Integrated Management in a Virtual World, Chapman & Hall, 1997.
[RFC2682] Widjaja, I., A. Elwalid: Performance Issues in VC-Merge Capable ATM LSRs, 1999.
[RFC2758] White, K .: Definition of Managed Objects for Service Level Agreements Performance Monitoring, 2000.
[RFC2768] Aiken, B. et al .: Network Policy and Services: A Report of a Workshop on Middelware, 2000.
[RFC869] Hinden, R .: Host Monitoring Protocol, 1983.
[RHD99] Roppel, C., R. Habermann, H. Dörken: A tool for performance measurements in IP-based networks, conference contribution in communication in distributed networks, R. Steinmetz (ed.), Springer, 1999.
[TiSy98-1] Tivoli Systems: TME 10 Distributed Monitoring Collection Reference, Version 3.6, Tivoli Systems, 1998.
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[Wall95] Wallmüller, W .: Holistic quality management in information processing, Carl Hanser Verlag, 1995. List of reference symbols 1 gap (difference) between the presumed at the customer and the actual quality requirements
2 gap (difference) between the quality requirements and customer requirements specified or defined by the provider
3 gap (difference) between specified quality requirements and service quality actually provided
4 gap (difference) between promised and delivered quality
5 gap (difference) between the customer's expected and the perceived quality
6 gap (difference) between the quality claimed by the customer and the quality he perceived
7 Gap (difference) between quality provided by the provider and used by the customer
8 Application services level
9 Basic services level
10 level of communication services
11 applications
12 backup applications
13 basic service (e.g. DNS)
14 connectivity
15 providers
16 customer
17 service
18 networked system
19 (independent) certifiers
20 target definitions
21 result
22 Archives
23 Provision of information
24 Service catalog
25 customer files
26 SLA entry form
27 SLA status display
28 SLA report
29 Evaluation
30 target / actual database
31 conversion
32 plausibility test
33 Event correlation
34 Monitoring
35 systems
36 networks
37 modeling modes
38 Navigation
39 Detailed view and configuration
A1 Creation of the SLA and link to the services
A2 Creation of a detailed service description
B1 Assignment of the target agreements to the services referenced in the service description
B2 Enter the target agreements in the control of the service simulators
C1 Quality monitoring by connecting the service simulators to the service description
D1 Damage evaluation and preview

Claims (15)

1. A method for quality monitoring of IT services, characterized in that the service (s) stipulated in an SLA is linked and stored with target agreements and claims for damages and these data are used for the customer-specific control of service simulators. 2. The method according to claim 1, characterized in that the service simulators measure the availability of the customer-specific service (s) stipulated in the SLA and from the data on the availability
calculated and / or using SLA parameters using correlation functions
the currently accrued amount of damages is determined and / or
the automatic damage-oriented control of IT service operations is carried out and / or
the damage evaluation and / or the damage history is recorded
become. 3. The method according to claim 2, characterized in that the automatic damage-oriented control preview
future claims for damages and / or
a future point in time of damage
includes. 4. The method according to claim 3, characterized in that the preview of heuristics and / or on a automatic evaluation of historical Patterns and / or measurement data based. 5. The method according to claim 2, characterized in that for automatic damage-oriented Control customized and / or service-specific prioritization functions are used. 6. The method according to any one of claims 1 to 5, characterized in that the benefits set out in an SLA are there in their fine specification. 7. The method according to any one of claims 1 to 6, characterized in that for SLA parameters, availability and / or Damage amount values are given and that Reaching or exceeding or falling below this Values is signaled. 8. The method according to any one of claims 1 to 7, characterized in that a damage projection for the worst case he follows. 9. Arrangement with a processor that is set up that a quality control of IT services is feasible, with the performance (s) enshrined in an SLA with target agreements and information on damages linked and saved and this data of the customized control of Serve service simulators. 10. Computer program product that one includes computer readable storage medium on which a Program is saved, it is a computer after it is in the memory of the Computers has been loaded, one Perform quality monitoring of IT services, where the (s) set out in an SLA Service (s) with target agreements and Damage information is linked and saved (will) and this data of the customer-specific Control service simulators. 11. Computer-readable storage medium on which a Program is saved, it is a computer after it is in the memory of the Computers has been loaded, one Quality monitoring of IT services to be carried out, whereby the (s) laid down in an SLA Service (s) with target agreements and Damage information linked and saved will (will) and this data the customer-specific control of service simulators. 12. Method of using a system for Quality monitoring of IT services, characterized in that those offered by an IT service provider Services provided by a user of the system Quality monitoring monitored, logged and / or evaluated, the user of the Systems than towards the IT service provider and whose customers act as neutral third parties and if necessary based on its results Issues certificates for the IT service provider. 13. The method according to claim 12, characterized in that quality control, logging and / or evaluation based on specifiable parameters he follows. 14. Method according to claim 13, characterized in that the parameters by automatic Damage projection can be determined. 15. Method according to one of claims 12 to 14, characterized in that the quality monitoring by customer service simulators are used.