University of Udine
Many companies offer physical products combined with on-line services. For example, product configuration, ordering, order tracking, and payments can be done on-line. The service part of the total offering (the composition) is typically composed of services offered by providers where performance of both the composition (provided by the company) and the input services (obtained from providers) is governed by Service Level Agreements (SLAs). The goal of the authors' approach is to diagnose the performance of an on-line service composition in terms of the performance of on-line input services, with respect to the performance indicators mentioned in the SLAs, and to do this in real-time.