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Uncertainty and Uncertainty Tolerance in Service Provisioning

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Executive Summary

In recent years, the Internet has become an important platform to provide services to the end users. Services Computing, Service-oriented Computing, Cloud Computing, Web Services and Utility Computing are all different paradigm of implementation for distributed systems. One of the challenges for Internet-based service provisioning is to provide a measure of quality control to the end users. One way to enable this is by having a form of contractual agreement such as employing Service Level Agreement between the customer (end user) and service provider. The authors argue that such agreement has inherent uncertainty in the form of customer's state of belief towards the compliance of the agreement.

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