PREDICTING AVAILABILITY AND RESPONSE TIMES OF IT SERVICES

When IT service providers adapt their IT system landscapes because of new technologies or changing business requirements, the effects of changes to the quality of service must be considered to fulfill service level agreements. Analytical prediction models can support this process in the service design stages, but dependencies between quality aspects are not taken into account. In this paper, a novel approach for predicting availability and response time of an IT service is developed, which is simulation-based to support dynamic analysis of service quality. The correctness of the model as well as its applicability in a real case can be evaluated. Therefore, this work presents a step towards an analytical framework for predicting IT service quality aspects