In order to ensure sustainability of the SQM infrastructure, particular attention needs to be paid to reuse, specifically with regard to nested services. The decomposition of services into there critical components provides an opportunity to take advantage of Service Orientated Architectures to ensure maximum component reuse. These service building blocks and corresponding KPI’s can be reused as services are composed, in some cases on the fly. Creating service models that reflect the customer experience and system performance, as well as putting in place the appropriate service management processes across all organizations responsible for end to end service quality, is vital to provide the speed and scale necessary to cost effectively implement and maintain an SQM solution within a CSP’s environment.

CA provides a Service Quality Management solution that addresses the spiraling cost and complexity associated with an implementing an end to end service quality management solution. The CA solution offers a comprehensive approach that has a modular architecture that allows the CSP to leverage existing investments while implementing a holistic service quality strategy. The solution consists of core technologies areas of Service Management, Resource Management, Problem Management and Identity Management. Service management provides the service dependency mapping and configuration capability linked to a unified service model to deliver a converged view of the services and key quality indicators inclusive of contracted service levels. Resource management provides flexible correlation and root cause analysis of heterogeneous networks, systems, applications and databases. Key performance indicators are defined and implemented at the resource