摘要： 业务质量评价是业务等级协定管理中的重要内容。为了解决现有业务质量评价方法存在的问题和满足新的业务质量评价需求，研究了通用的业务质量指标集合并提出了基于策略的业务质量评价方法，描述了业务质量评价过程并分析了该方法的特点。原型系统的实现验证了该方法能够实现实时、细粒度、动态、自动化、可扩展和定量的业务质量评价。

关键词: 业务质量评价, 服务质量, 业务等级协定, 策略, 关键质量指标

Abstract: Service quality assessment is a important content in service level agreement management. In order to solve current problems of existing service quality assessment approach and meet new requirements of service quality assessment, the general set of service quality indicator is studied and the policy-based approach for service quality assessment is proposed, service quality assessment process is described and characteristics of the approach are analyzed. implementation of a prototype validates that the approach can realize the real-time, finely granular, dynamic, automatic, scalable and quantitative service quality assessment.

Key words: service quality assessment, quality of service(QoS), service level agreement(SLA), policy, key quality indicator(KQI)

中图分类号: 

• TN929.53