Uncertainty and Uncertainty Tolerance in Service Provisioning

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. We argue that such agreement has inherent uncertainty in the form of customer's state of believe towards the compliance of the agreement. This paper focuses on three main areas. Firstly, we discuss the problem of uncertainty within service provisioning offer and subsequently introduce the concept of uncertainty tolerance. Secondly, we discuss our approach of providing a measure of tolerance towards uncertainty which involves the application of Bayesian and Decision Networks. Finally, we present a case study to illustrate the problem and our solution, followed by an empirical evaluation to show that our solution works. © 2011 Newcastle University. Printed and published by Newcastle University, Computing Science, Claremont Tower, Claremont Road, Newcastle upon Tyne, NE1 7RU, England. Bibliographical details ABDULLAH, J., VAN MOORSEL, A Uncertainty and Uncertainty Tolerance in Service Provisioning [By] J. Abdullah, A. van Moorsel Newcastle upon Tyne: Newcastle University: Computing Science, 2011. (Newcastle University, Computing Science, Technical Report Series, No. CS-TR-1253)