A key requirement in Service Level Management (SLM) is managing the Quality of Services (QoS) demanded by clients and offered by providers. This managing process is complicated by the globalization and Internet scale of enterprise services and their compositions. This chapter presents two contributions to the QoS management task for SLM. First, instead of considering monitoring as an isolated service, it incorporates a monitoring service as an integral part of a comprehensive QoS management framework for SLM. Second, it includes a diagnosis service as an integral part of the QoS management framework. Using the data fed from monitoring service, diagnosis service detects system condition changes and reasons about the causes of detected degradation in networked enterprise system. With condition detection and situation understanding, the QoS management framework can then proactively activate adaptation mechanisms to maximize the system’s ability to meet QoS contract requirements of concurrent clients. Using this framework, enterprise systems can provide real time automated QoS management to optimize system resources in meeting contract requirements. This approach is validated using QoS management services integrated in a publish/subscribe style of SOA. Benefits of QoS monitoring, diagnosis, and adaptation services for responsiveness SLM are demonstrated via experiments.
