Managing the Quality of Computing Services: A User Oriented Approach Using Utility Theory and Service Level Indices

This document presents a quantitative approach to manage the quality of computing service from the user point of view. Since the quality of service is usually judged subjectively (e.g., 'your service was poor last week'), it is difficult to know 'what to do' to manage quality. This paper examines suppliers of computing service from a process oriented point of view, and presents a quantitative approach to service quality management.