IT service level agreements based on the optimal strategies

The idea of developing service science appeared several years ago, and IT service systems has steadily increased in complexity, this is due not only to specialization in direct IT asset, but also in the IT Infrastructure service management, how to create more value for the customer through choosing IT service level agreements is very an important problem in IT service management. In this paper, we consider the IT infrastructure incident as discrete event, the problems studied here are on-line decision strategies problem. The choices have to be made to minimize the total cost of the IT service. We build the discrete on-line model, and obtain their optimal strategies and competitive ratios. We consider the discrete model that is more fit to the practice of IT service management so as to acquire the accurate solution.