4. Quality of service, Service Level Management

4.1 Service quality

It is always desirable to provide users or applications with a certain quality of service (QoS), i.e. an operating and communication service that respects numerically established constraints through appropriate indicators, by maximizing certain functions and optimizing resource utilization.

4.1.1 IS metrics

These are obtained from a variety of measurement tools and from alarms reporting events, breakdowns and threshold exceedances.

There are several...