Outsourcing brings in new challenges to business service management. From the Outsourcer perspective it is important that the outsourced service produces an assured quality of service. From the Outsourcee perspective it is important that the service delivery processes are engineered-in to produce desired quality of service. Towards this end, we introduce the concept of Quality Models for Business Services (QM-BS). A QM-BS provides a comprehensive and rigorous definition of quality for a business service as well as a finegranular quality view of business service components. As such it serves as reference for (i) Outsourcer and Outsourcee to create appropriate service level agreements, (ii) Service designer to engineer a business process for desired Quality of Service (QoS), and (iii) Service agent and Quality-assurer to build and control quality in service delivery steps. We use a real life case-study to explain and illustrate the concepts used in construction of QM-BS.

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In this paper we identify Variability as one of the principal elements that contributes towards complexity in Information Intensive Services (IIS). We also suggest an approach to model and manage Variability in IIS. We illustrate the concepts and solutions with the help of a real world case study from Financial Trade Services.

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