Laura Z. Luan

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It has become increasingly desirable for companies worldwide to outsource their complex e-business infrastructure under the utility computing paradigm by means of service level agreements (SLAs). A successful utility computing provider must be able not only to satisfy its customers' demand for high service-quality standards, but also to fulfill its(More)
The routing tables of Distributed Hash Tables (DHTs) can vary from size <i>O</i>(1) to <i>O</i>(<i>n</i>). Currently, what is lacking is an analytic framework to suggest the optimal routing table size for a given workload. This paper (1) compares DHTs with <i>O</i>(1) to <i>O</i>(<i>n</i>) routing tables and identifies some good design points; and (2)(More)
It is imperative for a competitive e-business outsourcing service provider to manage the execution of its service level agreement (SLA) contracts in business terms (e.g., minimizing financial penalties for service-level violations, maximizing service-level measurement based customer satisfaction metrics, etc.). In order to do that, the provider must possess(More)
It is imperative for a competitive e-business service provider to be positioned to manage the execution of its service level agreement (SLA) contracts in business terms (e.g., minimizing financial penalties for service-level violations, maximizing service-level measurement based customer satisfaction metrics). This paper briefly describes the design(More)
The competitiveness of the market place and the advent of on demand services computing are encouraging many organizations to improve their business efficiency and agility via business process management technologies. A lot of work has been done in process codification, tracking, and automation. However, a significant gap still remains between the way an(More)
Computer server management is an important component of the global IT (information technology) services business. The providers of server management services face unrelenting efficiency challenges in order to remain competitive with other providers. Server system administrators (SAs) represent the majority of the workers in this industry, and their primary(More)
A Service Level Agreement (SLA) is a service contract that includes the evaluation criteria for agreed service quality standards. Since agreeable specifications on the evaluation criteria cannot be limited in practice, competitive SLA management products must be extensible in terms of their support for contract-specific SLA compliance evaluations. While the(More)
The increasing complexity and dynamics in IT infrastructure and the emerging Cloud services present challenges to timely incident/problem diagnosis and resolution. In this paper we present a problem determination platform with multi-dimensional knowledge integration (e.g. configuration data, system vital data, log data, related tickets) and enablement for(More)
In order to avoid critical SLA violations, service providers use monitoring technology to automate the identification of relevant events in the performance of managed components and forward them as incident tickets to be resolved by system administrators (SAs) before a critical failure occurs. For optimal cost and performance , monitoring policies must be(More)
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