Quality Management in Cloud Services using Remote Assistance – a Literature Review

Abstract

Cloud computing is today's edge of ICT, being present in quite all fields of economy, society and human life: education, medicine, industry, communication, etc., offering services and applications that are used daily by everyone connected to the internet. The quality of these services is a cutting subject for all stakeholders. This paper synthesizes some relevant researches focusing on quality management approaches in software services using remote assistance as tool and cloud as support of this service. As first step, the literature review focuses on cloud as being the most emerging and comprehensive subject on the deck, then extends the research on software services supported by cloud, identifying quality interventions in these cases and in the end, is looking for quality related demarches in remote assistance of these services. The research tries to identify how quality could influence cloud products in favor of the customer, targeting better cloud-connected services and applications. Proposing an exploratory research, the paper's intended contribution is placed mainly in clarifying the mentioned concepts and the way they are correlated in the practical world.