3.5.3 What information needs to be captured? 

What information does each party involved in a Web delivered service what to know about 

how the service is performing for the end user? 

For the customer, they may wish to know the following: 

What percentage of requests to the service are performing as specified in the SLA: 

service

performance information

What percentage of requests to the service are failing: 

service

availability information

How many requests have been made to the service in the last hour: 

service

usage

information

For the Service Provider, information that they might want to know includes: 

What percentage of each customer's requests comply with the SLA for that service:  

service

performance information

What are the most common types of errors in service delivery in the last month: 

service

availability information

How many requests have a particular customer made to the service in the last day: 

service

usage

information

So to be able to verify 

performance

 and 

availability

 implies having 

usage

 information 

available also. 

3.5.4 QoS Mappings 

One of the difficulties already highlighted with how SLAs and QoS management are 

traditionally approached is the lack of meaning to the end user on how the service is 

perceived to perform. This has been partly due to the focus on managing services in the 

context of overall availability and performance of the components that the service depends 

on. The other reason has been the difficulty in monitoring and reporting service performance 

and availability as experienced by the end user. Even with the means to capture performance 

and availability parameters for a service delivered over HTTP, some interesting problems are