۱٫ Introduction

۲٫ Background

۳٫ Researches and results

۴٫ Conclusions

References

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.

Introduction

In recent years, the internet technology has been growing year by year and it is perhaps the biggest innovation from the last decades because it allows people interaction without the constraints of time and space. (Ardion Beldad, 2010). From the internet domain comes the cloud technology which has evolved most in the last years. The rapidly increasing growth of cloud computing makes it an exciting area for research (Haibo Yang, 2012). The first appearance of the cloud is dated from the sixties and cloud computing has developed along several lines, with Web2.0 being the most recent evolution. One of the first milestones in cloud computing history was the arrival of Salesforce.com in 1999, which pioneered the concept of delivering enterprise applications via a simple website. Then in 2006, Amazon launched its Elastic Compute Cloud (EC2) as a commercial web service that allows small companies and individuals to rent computers on which to run their own computer applications. Another big milestone came in 2009, as Web2.0 hit its stride, and Google and others started to offer browser-based applications, with services such as Google Apps. (computerweekly.com, n.d.).